Our speaker for the May 1st general meeting will be Brad Worthley.
“Exceeding Customer Expectations” (Internal & External Customers)
Businesses can no longer have the goal of meeting the customer’s expectations; the goal today must be to exceed them. What does that look like from the customer’s perspective? Brad will entertain you with great stories and hilarious examples of businesses that step out of the box and find ways to “Wow” the customer. You will learn about how customers create their perceptions of you, your employees and your business. You will walk away with actionable information with which to make changes the very same day. This session is targeted to anyone, from any industry, at any level.
Some of the topics covered will include:
· Three Customer Levels
· Creating Emotional Attachments
· Perception Becomes the Customer’s Reality
· The Three Levels of Listening
· Using Pedestal Words
· How People Judge Us
· Handling Difficult Customers
· Small Changes Make Big Differences
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