Moments of Magic

How to Get and Keep Customers

Superior service is consistently being used today by companies seeking to gain a competitive advantage in getting and keeping customers. Dr. Tony Alessandra shows how to create consistent moments of magic by identifying and exceeding customer expectations and by building strong, long-term customer relationships. Everyone in the organization must become more customer-driven and less operations-driven. This program has strong content and high impact.

Keynote Speech / Principal Points

When you exceed a customer's expectations, you create a moment of magic
When you fall short of a customer's expectations, you create a moment of misery
Loyal, long-term customers are developed by creating consistent moments of magic for them
How to become more customer-driven and less operations-driven
Every employee has a customer -- whether it's external or internal
A commitment to customer-driven service requires clear service objectives, effective and ongoing training, monitoring and measuring results and employee rewards or re-education
How companies can stay in contact with their customers in a two-way dialog "Recovery" is turning moments of misery into moments of magic

The Workshop

Adds depth in all areas, plus:

Brainstorming service objectives and standards; ways to monitor and measure results and methods of rewarding employees for creating moments of magic for customers
Methods for staying in contact with customers
Specific strategies for turning moments of misery into moments of magic
Workbook materials

Participants Learn

How to become more customer-driven
How to stay close to the customer
How to create consistent moments of magic
How to elicit ongoing customer feedback

Formats

Keynote/General Session -- 45-90 minutes
Workshop -- 2-3 hours

Alternate Titles

Customer-Driven Service
Creating Added Value through Superior Service Strategies

To book this program or for more information, contact Alessandra & Associates at (800) 222-4383.