Statistical proof of the customer's importance: What it means to you, your company andyour job? Just who is your customer and what do they think?

*       The service experience from the customer's perspective
*       How service affects sales, market share and price
*       Why customers decide not to do business with you.....

Customer retention strategies and the value of the long-term customer. What we can do to convert every customer?

*      Customers generate profits each year they continue doing business with you
*      CSRM: Customer Service & Relationship Management
*      Soliciting true customer criticism........

...Internal and External customers

*       Why we are each other's customers
*       Phone skills, their importance, how they impact your customer
        .and your company
*       How not to be politely evasive and why
*       Positive attitudes vs. negative attitudes

Are you really listening to and hearing what your customers are saying and how difficult is it for them to say it?

*       Listening and using information received for improvement
*       How to effectively respond to the customer
*       Why is it difficult for customers to complain

Superior service has nothing to do with how you perceive it. It has to do with what the customer believes is true

*       Customers' perceptions are their realities
*       How to create positive perceptions-cost free-without "giving away
        .the store"

Customer defections and how they affect you, your company, and your job

*       Why customers make the decision to defect
*       The financial impact customer defections have on your company
*       Achieving your service potential to increase profits

Responsiveness to customer's complaints. How do we do it and why?

*       A review of the three part problem solving process
*       This is a great segment we all have to deal with

Who is the front line employee? What do they mean to your company? What are their needs, desires, and expectations, and how we motivate them to meet and exceed the needs, desires, and expectations of your customer

*       Employee retention strategies
*       Put the right employee in the right job.  Make it a match
*       How to motivate employees and get them to drive themselves
*       Maintenance factors and motivation factors

The management-employee relationship. It's a two-way partnership

*       Employees have many unwritten responsibilities
*       The employee's contractual partnership

The importance of change and acceptance of failure

*       Failure is just another opportunity to succeed
*       Why we must have a pro-active vision and be pro-active thinkers
*       Why we must establish a personal and service action plan
*       Adapting to change and flexibility in the workplace

Communication, teamwork, empowerment and why we are each other's customers

*       True empowerment and how to achieve it
*       Becoming effective communicators
*       Teamwork is much more than just working together
*       What we must do to become team players

Management styles and effective leadership skills

*       Creating, maintaining and sustaining corporate cultures
*       The eight crucial elements of any successful corporate culture
*       Who the successful leader and employee really is
*       Why and how to be a daily coach and trainer

Creating and maintaining a sense of urgency and management-by-example

*       Has the sense of urgency been lost? Yes! Let's create and maintain it!
*       Establishing measurable and achievable goals and objectives
*       Why employees must be able to measure their own performance.

Plus: "CRG's Sixteen Keys for Success"

*       A discussion of these sixteen areas with innovative thoughts and
         concrete solutions for all to be successful in the workplace all of which
         are imperative if you are to truly achieve superiority in service and out
         perform your competition.