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Customer Service Starts at the Front Desk: Why First Impressions Matter Most

Summary

Webinar Recording

Recording Price: $199.00

(Includes Proprietary Materials)

For over 80 years Disney's singular pursuit of excellence has been delivering consistent quality service. Superior customer relations, satisfaction and loyalty are crucial to establishing a good reputation like theirs. How can you develop a similar culture of service where you're raising the bar and over-delivering to your customers, colleagues & organization? Join us for an interactive, 60-minute webinar where you will discover:

  • Tips to master Disney's method of delivering quality service
  • How to handle customers & clients using the latest professionalism & etiquette
  • Key principles for dealing with difficult or irate customers for positive results
  • Strategies to exceed customer expectations the Disney Way!

Program Highlights

  • First Contact: How Admins Can Make a Lasting First Impression

    • Discover "Disney's Service Guidelines" for creating stellar customer experiences
    • Speaking on the phone or face-to-face: etiquette to impress customers
    • Strategies to become an effective but friendly gatekeeper with poise and polish
  • Strategies to Satisfy Even the Most Demanding & Difficult Customers

    • Align your goals to "Disney" in order to maximize your customer's happiness
    • How to get customers to believe you are on their side (because you are)
    • Keys to diffuse difficult customers with confidence and professionalism
    • Determine what you can resolve and what goes to the next level
  • What Admins Can Do to Develop & Maintain a Disney-Like Culture

    • Collaborate with management & peers to create an everlasting impression
    • See "through the lens of the customer" - value and utilize their feedback
    • Tools to measure results for consistent achievement of customer satisfaction
  • Live Question & Answer Session - Have your questions answered by the expert!

About The Speaker

Myra Golden is a highly sought-after speaker and one of America's most recognized experts on customer service. She has become internationally renowned for her energizing delivery of hard-hitting advice that leads to dramatic and immediate changes in attitudes and behavior.

  • As an author, online columnist, video producer, and motivational speaker, Myra has been called "the powerhouse driving customer service improvement within many of the world's best-known brands."
  • Myra has designed and produced customer service programs for such clients as Verizon Business, McDonald's, Coca-Cola, National Car Rental, Michelin Tires, and Frito-Lay.
  • Over 90% of the organizations using Myra's system realize measurable improvements in customer retention rates, customer satisfaction levels, and document drastic reductions in the amount of money it takes to resolve customer problems.

Program Benefits

Please join us for a 60-minute webinar, where you'll discover practical customer service tactics & advice that every administrative assistant should know.