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Speeches:
Key Concepts
- Exceptional customer service is a profit center, not a cost.
- In every service situation is a sales opportunity.
- Most companies are not structured to deliver exceptional service. (But could be!)
- Today's customer is looking for an experience not a product or service
- Your team must understand that although the customer is not always right, they are always the customer.
- Never say "NO" to a customer.
- Why you want to create demanding, difficult and complaining customers
- How to break through the barriers
that keep you from being customer-driven
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