Coaching, Consulting & Training
for High Value Personnel

What Others Are Saying

When we began our initial assessment of the state of things in our office, we had some major hurdles to overcome. I am happy to report that things are very different in our office now, and I can only attribute it to the skill you exercised in working with our group over the past year. Your one-on-one coaching of our supervisors, the team-building retreats, and the conflict resolution training were very successful. I was skeptical at first, but the results speak for themselves.

Director, Human Resources

World Class Customer Service: Real Tools, Right Now!

Performance Builders Live on World Talk Radio!

Descriptions and Links to Free Resources!

World Class Service (As Defined by the Customer) (Audio and PowerPoint)
It's a hard truth: the level of service that most companies provide is based upon what their customer will accept; unfortunately, customers (oh, those pesky customers) expect a whole lot more. If your service doesn't meet those unspoken expectations, your customers won't say anything ... and they will be prime targets for your competitor who delights them.

In this show , the guys share the results of primary research on customer expectations and give you the key to provide the World Class Service that customer's brag about!

World Class Service, part II: Alignment (Audio and PowerPoint)
Last week, we introduced the different levels of customer service, from processing through caring. We also discussed the results from our primary research on customer expectations - that is, what do they REALLY expect!

In this audio, we continue the discussion of how you build World Class (caring) Service by looking particularly on deep alignment between you and your customers.

World Class Service, part III: Trust (Audio and PowerPoint)
Trust is foundational to long-term, mutually satisfying relationships (like the ones you want with your customers). Trust must also permeate your organization if you intend, over the long haul, to meet your customers' expectations of low price, high quality and on-time delivery.

Unfortunately, it is also a FACT that organizational leaders tend to assume that trust is higher than employees and customers perceive. Listen to learn why trust matters, the dynamics involved in trust, and how to improve trust within your organization and with your key customers.

World Class Service - Retail Customer Service (Audio and PowerPoint)
In today's retail environment, KEEPING THE CUSTOMERS YOU CURRENTLY HAVE is key to weathering this downturn. We know that customers come back and become "raving fans" when they experience World Class Service. Unfortunately, too many organizations' customer service efforts only focus on teaching their people how to "talk nice." For your customers to experience World Class Service, your entire organization must be focused on delivering the experience that the customer expects at each and every point in which he or she contacts you. Which is more than just "talking nice."

Learn more about the World Class Service workshop.

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