Service Encounters of the Third Kind™Loyal relationships of the future are built by your actions today.
Service Encounters of the Third Kind is a hard hitting presentation challenging the complacency and self-satisfaction found in many successful companies today. This dynamic performance explains why focusing on customer "satisfaction" - or even customer "delight" - is no longer enough to ensure customer loyalty.
Product quality, speedy delivery and low price have become commodities in increasingly competitive markets. Competitors can steal away your satisfied customers by offering "a little more" satisfaction. Even delighted customers can be lured away by companies delivering "a little more delight", a little faster, or just a little cheaper.
But customer loyalty is built on a stronger foundation of partnership, trust and rapport. Loyal customers choose doing business with you and prefer you over other suppliers. They can even contribute to the success of your organization with ideas, suggestions and valuable information.
To gain and build customer loyalty, successful companies must expand their focus from achieving "zero defects" to "zero customer defections" and from "rapidly fulfilling orders" to "creating fulfilling futures."
Who Should Attend:
Service Encounters of the Third Kind is recommended for all service providers who want long term customer partnerships and successful relationships in business.
This presentation is especially useful for senior executives, marketing and sales managers, product designers, sales and customer service teams. Also valuable for administrative staff who support, or depend upon, internal service partners.
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"Your model and framework helped us see where we are today. More importantly, it shows us where we need to go."- AIA Insurance
"One of the most thought provoking presentations we've had for years, by far!" |
Learn How To:
- Ask more powerful questions.
Asking customers "What do you want?" is simple order taking, and asking "How do you want it?" is at best, order making. But asking your customers "What do you want to become?" opens an entirely new dialogue that leads you both in the profitable direction of partnership and long term collaboration. - Get your focus, in focus.
Many companies focus on "doing it right the first time" and standardizing their procedures to achieve higher speeds, lower costs and zero defect rates. Other companies focus on being flexible and responsive, customizing their products to individual customer requests.In Service Encounters of the Third Kind we go further. The primary focus becomes building trust and rapport, exploring new possibilities with your customers, and creating new directions for mutual gain and ambitious cooperation.
- Mobilize your mindset.
Some companies become mired by an obsession with their own policies and procedures. While policies are important, this obsession can lead to pettiness amongst staff, and even animosity towards certain customers. The patron who calls with an unusual request, a special order or deviation from routine may be regarded by staff members as an unwelcome "pain in the neck"!However, in Service Encounters of the Third Kind, staff want to know what's new, different or challenging to their customers. Customers' challenges today can be rich opportunities tomorrow.
Service Encounters of the Third Kind is a 90 minute presentation including the use of slides, videotape and interactive discussions amongst audience members.
Service Encounters of the Third Kind can be presented in an abbreviated 45 minute format, or may be extended to a half-day workshop including more extensive discussion, application and action planning.
Customization:
The content and examples of this presentation can be customized to highlight a particular industry, company or organization. "Participants' Guides" are available to provide take-home value and stimulate audience interaction.
Logistics:
- Up to eight (8) identical flipcharts.
- Wide stage area with bright lighting. (No stage required for smaller groups.)
- Clip-on wireless microphone.
- Cassette player and sound system.
- Slide projector and screen (front or rear projection)
- Video cassette player and projector with screen, or large screen television.
- Preferred seating: curved theatre style close to the stage.
- One videotape with Ron Kaufman's full length presentation.
- One full length audiocassette to reinforce the speed and depth of your learning.
- Personal Viewer's Guide full of key learning points and exercises.
