The most admired and successful organizations always have one thing in common: they are Service Leaders in their industries. Extraordinary service bolsters their reputations and their financial results. These organizations work constantly to maintain Service Leadership - a key competitive advantage.

How do they do it? It starts on the inside, with attitudes, policies and day-to-day practices. It extends to each transaction with every customer, supplier, investor, strategic ally and every other business associate.

In this unique, high-impact presentation, Mark Sanborn teaches your audience the key skills of effective Service Leadership. These skills can be used by people at all levels. Highlights include:

• How to create extra value for customers and colleagues in any interaction
• The magic of persuasive communication in everyday business conversation
• How to embody the one quality common to all Service Leaders
• The three most important customer service resources
• "The customer isn't always right, but they are always the customer"
• How to make teamwork work in delivering superior customer service
• Why personal mastery contributes so much to Service Leadership
• The cultural force behind superior customer service
• How to attract the best people to your organization
• A ready-to-use five-part model for instantly and consistently creating value
• How to put your organization's vision of Service Leadership into action and much, much more.

The 10 Commandments of Customer Service

What does truly exceptional customer service in your industry look like? The chances are good that your customers have never seen it, according to the American Customer Satisfaction Index. This nationwide survey determined that across 24 industries, customer service levels have been declining, on average.

This is unfortunate, and it can directly affect the fortunes of your company. Less-than-exceptional customer service dampens customer enthusiasm towards your organization. If you aren't consistently exceeding customer expectations, then sooner or later it will have a draining affect on your bottom line.

Some customer service programs offer good ideas but stop short of delivering hands-on solutions your people can implement right away. This program offers workable solutions, custom-tailored to your business. Some program highlights:

• What's missing from the traditional view of customer service
• Simple, proven techniques for exceeding customer expectations
• The "smooth sailing" technique to prevent customer aggravation
• Secrets of creating long-lasting customer loyalty
• How your customers define "quality" and "service"
• Two ways to lose customers - or, win them over forever
• The secret of hitting home runs every time with your customers
• How to add value to your customer's experiences with your business, without spending a penny more
• The Perfection Myth - what it really takes to deliver superior customer service
• The one thing even more important than customer service
• Continuous upgrading: how to keep from resting on your laurels

This thought-provoking, entertaining presentation will inspire action. After the presentation, you'll be ready to deliver consistently superior customer service at a level most organizations only talk about.