OPENING PLAY

• Poor Service

THE SERVICE EXCELLENCE EQUATION

• Why is mediocre service not good enough anymore?
• Service Behaviours: Linkages to Brand Image, Customer Expectations and Likelihood to Recommend

LIFE ORIENTATIONS

• Understanding and identifying Behavioural Styles

DEALING WITH DIFFICULT CUSTOMERS

• Stress and Coping Mechanisms
• Preserving the Relationship

MYSTERY SHOPPING

• Visiting businesses as discerning customers

APPLICATION OF THE LAWS USING CASE STUDIES

EMPATHY GAME

• Putting yourself in the customer’s shoes and enacting the Golden Rule

ACTION PLANNING

• Construct immediate on-job application plan with measurable targets