Would
you like to create customers
for life?
Would you
like to secure a strategic competitive
advantage?
One of the most powerful loyalty
drivers available to professional
services organizations comes
from situations most of us dread—screw
ups—the implementation
that never worked or the problem
fix that never stuck. Learn
how to embrace problems to build
relationships and maximize your
value to your clients.
Nobody wants to make mistakes, but great services organizations know that awesome service recovery is an excellent way to build client loyalty and create clients for life. Unfortunately, most of us are subconsciously attracted to problem-avoidance tactics aimed at minimizing damage—to our company and our career—instead of embracing relationship-building opportunities. But the very things that result in a hassle for you and a headache for your client are marvelous opportunities to turn chicken feathers into chicken soup. We'll show you how!
Services executives, managers,
practice leaders, project managers,
marketing and sales executives,
product sellers, services sellers—anyone
who touches the customer or
who is responsible for customer
satisfaction and loyalty.
- 3 problem-avoidance approaches
and why you should not use
them
- Attitudes that drive good
and bad behaviors
- How to develop a service
recovery process
- The 5 foundations of service
recovery
- Best methods to assume
responsibility
- Creating a sense of urgency
inside your organization
- How to excite and empower
your team
- Much more...
Register
Now
Dr. James Alexander, a partner
with Alexander Consulting, is
a services thought leader and
the premier researcher, writer,
and speaker on the topic of
professional services strategy.
He has authored or co-authored
dozens of articles, white papers,
research reports, and books.
Jim has taught at major universities
in the U.S., Europe and Mexico,
and was selected as the "Services
Pundit" for IBM Global
Services 2003 Headlights Program.
In addition, he was the U.S.
Department of Commerce's e-business
subject-matter expert of their
Latin American e-business Fellowship
Program From 2001 through 2004.
Jim is a renowned expert on
identifying critical service
trends and issue, defining benchmarks
and best practices and clearly
articulating this information
to the business world. He is
a trusted advisor and executive
coach to many senior executives
of leading services organizations,
helping them navigate the journey
from business-as-usual to business-as-exceptional--high-performance,
professional services businesses.
Register
Now
Please contact: Jim
Alexander
alex@alexanderstrategists.com
239-283-7400
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