What Others Are Saying . . . Their comments included: "He was lively, fun, and encouraged group participation, and provided some very needed, concrete information on leadership." "I liked his real world experience and his hand out. He was a lively presenter." Suzanne Rohan, vice president for professional development Gateway Placement Association Assessment Survey Tools Our Workshops/ Training Wal-Mart Customer Loyalty The Teenage Worker Study Extraordinary Customer Service Delivered by Ordinary People Who Go The Extra Mile . . . Everyday! Isn't it time to make extraordinary things happen for your customers? Customer satisfaction is certainly nothing new. But have you ever tried to determine what would make your customers committed to your restaurant to the point they would drive past the competition in a snowstorm—just to do business with you? Your customer’s total experience drives loyalty and is the key to survival and organizational growth in today’s competitive environment. Not only must your organization acquire new customers, but more importantly, you must keep the ones you already have. Research shows that it costs five times as much to acquire a new customer as it does to keep an existing one. Fred Martels, a customer service and Human Resource Management expert, will show you how to deliver extraordinary customer service everyday by going the extra mile to create experiences customers love and will talk about to their friends and neighbors.  Fred will demonstrate how you can implement strategies learned from the results of comprehensive studies of customer attitudes.  Discover the factors that influence customer loyalty and commitment to drive past the competition. What type of customer experience do you provide? How would your customers describe their experience? What would it mean to your bottom line if: •  Your customer experiences were extraordinary? •  Your team consistently exceeded customer expectations? •  Your customers insisted that their friends and neighbors do business only with    you? Create a competitive advantage and increase profitability with employees who go the extra mile! This workshop will provide you with resources, techniques, and practical action steps for delivering extraordinary customer service to keep your customers coming back for more. You will learn: •  How to project a professional image •  How to be customer focused and be a customer maker everyday •  How to consistently go the extra mile so that customers want to come back to    you • The 10 key drivers of customer loyalty and action steps that you can use    immediately •  What to do when customers become upset— and they will •  How to communicate with customers and accentuate the positive •  How going the extra mile for customers will benefit you! Designed for:  Anyone having direct customer contact as well as those who directly supervise or manage employees.