Text Box: Would You Do Business With You? Part I Text Box: In this session we will learn and discuss…. Who is the Customer? Internal/External Customers Vision and Values—Know what you believe in Dissect the customer experience: PROCESS/OUTCOME Common Sense - Give 1% MORE! What is your customer’s understanding of good service? Find the WOW factor! My Perception……..My Reality! Customer Perceptions Know and Think Like a Customer—Know your customers expectations of you and your organization in each of these 5 categories: Be Reliable—make/keep promises Be Responsive—willingness to help/follow-up, follow through Assure customers with knowledge and courtesy/build trust Empathy—the degree caring and attention you show the customer Tangibles Moments of Truth—anytime a customer comes in contact with you Attitude—What you give is what you get! ©2001 Strive Training Text Box: Start with internal service – understand that what happens inside happens outside. Discover the importance of building the customer relationship. Dissect the customer experience into 2 parts: Process and Outcome. Customers judge your service based on the picture, or perception, we create. Learn the 5 key factors customers use to judge your service. Create the WOW factor and give 1% more! If you had a choice to be your own customer, would you? Or, might your service turn you away? We challenge you with the question, Would You Do Business With You?

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