Your place for Resources to Build a Great Service Business!

The Legendary Customer Service Forum covers the following topics in a guided, group-discussion format:

  1. How angry customers disrupt your business
  2. The Kano Model of Service Quality
  3. Segmentation of service attributes & impact on customer satisfaction
  4. Unspoken vs. Spoken requirements
  5. Cataloguing customer requirements using Kano
  6. Setting Expectations in Service-complex businesses
  7. Managing Expectations to build trust, loyalty
  8. Tools for capturing customer requirements
  9. The 4 Customer Satisfaction Management (CSM) systems (w/ self-assessment)
  10. Net Promoter Score (NPS) and its impact on referrals
  11. Ease of Effort score (EOE) and its impact on loyalty
  12. Using customer feedback to drive P-D-C-A
  13. Customer experience mapping
  14. Legendary Service: Building rapport from first contact
  15. Legendary Service: The magic of “Forward-Resolving” problems
  16. Legendary Service: Start with Yes
  17. Legendary Service: Eliminating Negative Language
  18. Legendary Service: Dealing with angry customers
  19. Legendary Service: Service Recovery
  20. Surveys: Customer Feedback Survey primer
  21. Surveys: Transactional vs. Relational surveys: uses and principles
  22. Surveys: Basic principles of Survey design: cost, response rates and brand impact
  23. Surveys: Employing NPS and EOE
  24. Surveys: Interpreting survey feedback

Schedule: 1st and 3rd Thursdays of the month, alternating between 8 am CT at 3 pm CT, via Zoom.

Fee: $497, or only $149/month, for 10 hours of discussion and learning, done virtually from the comfort of your home or office, with access to fantastic content, recordings, templates and peer-to-peer coaching.

BONUS: 1 free 60-minute coaching session to focus uniquely on your business.