Creating a Service-Focused Vision for Your Organization

Senior Consulting Partner
The Ken Blanchard Companies

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Organizations perform best when they adopt a culture based on serving. Great customer service, helpfulness, and collaboration are paramount to organizational success, yet few organizations have a strategic plan for building a service-minded culture. In this session, customer service expert Kathy Cuff shared how to define a personal service vision, identify customer needs and wants, develop the skills needed to build customer loyalty, and create a self-empowered action plan. Cuff taught how to apply a four-step CARE model (Committed, Attentive, Responsive, Empowered) to interactions with internal and external customers in a way that improves teamwork, collaboration, and performance. To keep your customers coming back today, you can’t be content with simply satisfying them. Instead, you have to create raving fans; customers who are so excited about the way you treat them that they want to tell everyone about you.

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