What do all customers want? - "A Unified Field Theory" for Service

May 23, 2019
Presented by:
David Driskill,
David Driskill Associates

The focus of this workshop is on defining the attributes of all customers (both internal and external) and then identification and discussion of what all customers want from their service provider.  At the same time, it turns out that some customer desires are simply expected, if we deliver on these desires’ dissatisfaction goes down, but satisfaction does not go up.  Other customer desires, if fulfilled, will drive satisfaction up.  Still other service behaviors can produce customer “delight” even though the customer may not know what these behaviors are before they are delivered.  In this highly interactive class participants will bring their own experience as customers to the discussion, as well as their experience as a service delivery professional.  Participants will leave with a clear understanding of the dissatisfiers, satisfiers and “delighters” in the customer service relationship and, more importantly, how their individual performance plays a critical role.

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This meeting is proudly sponsored by: