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The 9½ Principles of Innovative Service

Recording Date: December 04, 2013
Price: Free


Attending this Webcast is free. Registration is required.
Sign-up for your Free MyAMA account now or call 1-800-262-9699.

Overview

How to Take Your Service from Run-of-the-Mill to Remarkable

Value-added has been the service solution for many service-minded organizations—take what customers expect and add a little more.

But in the past few years, value-added extras have gotten a lot more expensive. Tough economic times call for a new approach: value-unique service. It is not enough to wow your customers; winning service providers awe their customers.

This webcast explores creating experiences that cause your customers to swoon, smile, and sing your praises! This process will be your spark plug for bringing energy and igniting your customers’ experiences. And, it can turn bored, overworked employees into ones who are fired-up and ready-to-enchant!

It is built around 9½ principles—think of them as lenses crafted to reveal special strategies and techniques you can use to become the subject of glowing remarks via word of mouth and word of mouse.      

What You Will Learn

In this webcast, you’ll learn:
  • Reasons innovative service is such a critical factor for customer retention and advocacy
  • How today’s overstimulated, highly entertained consumer expects an emotional connection, not just an adequate but plain vanilla response to their needs and expectations
  • 5 strategies that can provide a new, innovative lens through which to view and improve your customers’ experiences
  • The leadership components required for a sustainable innovative service culture. 

While attending this program is FREE, reservations are required.

About the Presenters

Chip R. Bell is the founder of The Chip Bell Group. He has served as consultant, trainer or speaker to such organizations as GE, Marriott, Lockheed-Martin, Cadillac, Ritz-Carlton Hotels, Allstate, Caterpillar, Harley-Davidson and Victoria’s Secret. Leadership Excellence has selected him as one of the top 30 thought leaders in the U.S. Bell is the author or coauthor of 19 bestselling books, including Customer Loyalty Guaranteed, Managing Knock Your Socks Off Service, Take Their Breath Away: How Imaginative Service Creates Devoted Customers, and Wired and Dangerous. His latest book is The 9½ Principles of Innovative Service.

 

Related Seminars

For additional training on this topic, consider these AMA seminars:

Customer Service Excellence: How to Win and Keep Customers
Providing customer service excellence is what will keep your customers coming back.

 

Technical Requirements

To fully participate in this electronic, interactive and live session, please check your system (or ask your IT department) to ensure it meets the following requirements:

Supported OS, Browser and Additional Requirements

Microsoft® Windows® 98 SE, 2000, XP, Windows VistaTM Home Basic, Home Premium, Ultimate, Business, or Enterprise (32-bit or 64-bit editions)

  • Internet Explorer 5.0 or higher
  • Netscape Navigator 7.1
  • AOL 9
  • Mozilla Firefox 1.5 or higher

Macintosh (OS X 10.2, 10.3, 10.4)

  • Safari 1.1 or higher
  • Mozilla Firefox 1.5 or higher

Linux

  • Mozilla Firefox 1.5 or higher

Solaris

  • Mozilla 1.7 or higher

Additional Requirements:

  • Macromedia Flash Player 8 or higher
  • Macromedia Flash Player 9 or higher for Linux and Solaris
  • Minimum bandwidth requirement is 56 kb/sec

Important tip - Please allow 15 minutes prior to joining a session to conduct your set-up and testing! Dial-up connectors - please allow more time.