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  Home »  Speaker  »  Customer Satisfaction
Astounding Customers as a Way of Life

Do you believe that people can have what they want? Do you delight in people being served and having their wishes granted?

Do you want to provide customer satisfaction 100% of the time?

Dr. Carter-Scott is committed to customer satisfaction. She is so passionate about this issue that her dissertation topic for her Ph.D. was "The Relationship Between Customer Satisfaction and Employee Satisfaction." Her research reveals the "mirror effect" as well as the significant role of expectation, in customer relationships. You will enjoy her heart-warming anecdotes. She will bring a fresh and original perspective to your group with her revelatory case studies.

"Do unto your employees as you would have them do unto your customers!"

You Will Learn:
  		• Diagnose your company's satisfaction quotient
  		• Understand why taking care of your employees is important
  		• Resolve how important attention really is
  		• Integrate philosophy, policy, attitude, and behaviors
  		• Apply the 12 keys of astoundment to your organization
       
    Course Outline:
  		• Management's role in creating a customer-astounded culture
  		• What happens to "perfect" employees under stress
  		• Dealing with stress on the job
  		• What empowerment has to do with astoundment
  		• The 12 aspects of the senice-driven organization
       
    Benefits:
  		• Learn about the relationship between employee satisfaction and customer experience
  		• Find out about the double bind that we place on employees
  		• Discover the role of expectations
  		• Implement 3 internal strategies
  		• Know what to do to ensure customer astoundment
    		 

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