DESPERATELY SEEKING SERVICE

LOOKING BEYOND SATISFACTION
THE "FRANK THE CAB DRIVER" STORY

• Reflect on what service looks like through the eyes of your customers by examining your own expectations of customer service.
• Identify the key reasons why customers defect across industries and how the most controllable factor is in your hands in every interaction you have with every customer.
• Learn what the stunning aspect of poor service is that irks customers most, and what you can do about it.
• Learn 10 incredible lessons from the most unlikely of sources that can serve as the template for service that reaches far beyond satisfaction.
• Learn the question that we must all ask ourselves each day to take full measure of the service we are providing to our customers.