Welcome and Introduction

• Personal examples of good and bad service
• The customer's view
• Feelings and expectations
• Internal and external service ("I rarely see a customer")
• Material and personal service
• Moments of truth - 'I AM' this organisation
• The elements of good service

Internal Service

• Who sets the standards?
• Who are our customers?
• The next link in the chain
• I make the difference

What’s in it for me?

• Attitudes to change
• Problem or opportunity?
• Service from the gut or mouthing the lines?
• I own the problem

Think Like a Customer

• Talking each others language
• Not just words
• People like people who are like they are
• We are all different
• Listening - more than meets the ear
• Win/win
• Complaints or opportunities?
• The 'Goodwill Factors'