Exceeding Customer Expectations
102 Minute Course - Broken Down Into Four Modules
This was voted one of the top two seminars in the world by the Meeting Professionals International Association. Organizations can no longer have the goal of simply meeting the customer’s expectations; the goal today must be to exceed them. What does that look like from the customer’s perspective? We will entertain you with great stories and hilarious examples of organizations 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 organization. Learn why exceeding customer’s expectations is as simplistic as changing one or two behaviors and being consistent. You will walk away with actionable information the very same day. Certificates of Completion provided to all students who complete the course.
Here is What Clients Are Saying
We have hired Brad Worthley two years in a row for our staff retreats. He has received some of the highest evaluations of any speaker we have had! (Our staff numbers 88 people) He has helped us with customer service and an exceptional life and career. He is entertaining and thought provoking. He is clear in his presentation and motivating. We will work with him again in the future!. Thank you Brad!”
Regine Neiders, Ph.D., CEO - UBC - United Backcare
“On behalf of our Chapter Members, I wanted to thank you for speaking at our April Monthly Meeting at the World Forestry Center in Portland, OR. Your presentation on Exceeding Customer Expectations met with great reviews from our members. This was one of our highest rated meetings this year. Thank you so much for such a dynamic and fulfilling presentation.
Midge Dobbs, CMP, 2011/12President - Meeting Professionals International
“I have had nothing but positive feedback from Tenants and co-workers alike about your customer service seminar. It was an incredibly energizing seminar, and your ability to reach EVERYONE in the room on many different levels is what really made the difference for everyone. The presentation was engaging and interesting, and I was thrilled that for two straight hours everyone stayed focused. In my seven years at PIER 39, I have not experienced such a positive and high level of excitement about a presentation—you reached our tenants and co-workers in two hours and presented information that we have been trying to present over many years, but this time everyone listened AND heard! The most overwhelming feedback has been that it was “the BEST seminar ever put on by PIER 39” and that what was presented was so helpful and easy to follow.”
Sina von Reitzenstein - VP Leasing, Pier 39, San Francisco, CA
Highlights of the Course Curriculum (102 Minutes)
Module 1 (45 Minutes): Three customer satisfaction levels, examples of what "Exceed" looks like, three levels of listening, how perception becomes the customer's reality and what we can do to change their perceptions.
Module 2 (21 Minutes): Teamwork (what to share and not to share), being an advocate, attitude is a choice, acknowledging customers, excusing yourself, and why you should not apologize to customers who are simply waiting.
Module 3 (18 Minutes): Pedestal words, people making emotional decisions, active listening, asking the right questions, seeking assistance, phrases you should not use, crafting positive statements, and if someone makes an error.
Module 4 (18 Minutes): Sincerity, how people judge us, handling difficult people, how attitude tells others what we expect in return, gender issues, and how one employee can destroy the entire brand of an organization.
