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The Art of Extraordinary Customer Service Leading the Way

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Customer satisfaction is no guarantee of long-term survival. The organization that wins big in today’s economy creates an experience that not only makes customers return but inspires them to become vocal advocates for the company. 

At this Webcast, Chip Bell, Partner at Performance Research Associates, and Heather Schultz, AMA’s Senior Vice President, Product Acquisition and Management, share how organizations can improve customer loyalty by effectively leading the service effort. The best-selling AMACOM coauthor of Managing Knock Your Socks off Service, Bell is also the developer of the AMA seminar “Leading Extraordinary Customer Service”, which debuts in April 2007.

What You Will Learn

  • Explore factors that deliver your company’s competitive edge through long-term customer devotion
  • Learn valuable techniques for creating lifelong customers
  • Understand your role in creating and maintaining a service management process that aligns people, systems and customers
  • Discover the importance of developing and retaining a service excellence and customer-oriented work force
  • Enjoy an entertaining and educational experience with one of the world’s leading authorities on service

This Webcast is intended for first and second level managers, front-line supervisors, department, team and task-force leaders, HR managers and all those who want to improve the quality of service their organization provides to external and internal customers.

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AMA is one of the most widely recognized leaders in business training, having provided corporate training solutions for over 95 years. From leadership, communication and managerial training to sales, customer service and analytical skills, AMA has developed a vast array of content and training solutions to help individuals and organizations achieve business results . Each year, AMA delivers thousands of seminars and courses across the United States. With courses offered in a  classroom near you or live online, AMA is a flexible, convenient resource for all of your organization's talent development needs. AMA also offers customized solutions based on your specific talent development requirements.

Technical Requirements

https://event.on24.com/view/help/ehelp.htmlTo 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

  • Windows 7+ (Microsoft Edge, Latest Internet Explorer, Firefox, or Chrome)
  • Apple Mac OS 10.9+ (*Latest Firefox, Safari, or Chrome)
  • Ubuntu Linux (Firefox only)
  • Android 4.x (Chrome Browser Only)
  • Apple iOs (*Latest version, Safari Browser Only)

* Official support for the "latest" version of a newly released browser, among those noted above, will be added within 8 weeks of public release. Until then, the previous version will continue to be supported instead.

If you are using an unsupported version of a Windows, Mac, or Linux operating system, you may experience difficulty in viewing and/or listening to the event.

Test Your Computer

The audio portion of this AMA web event will be delivered directly through your computer’s speakers or attached headphones. To fully participate in this electronic, interactive, live session, please test your system and review the requirements (or ask your IT department) before the program begins:


Additional Requirements:

  • Minimum bandwidth requirement is 512 kbps for meeting attendees
  • In order to access the event, your computer must have cookies and JavaScript enabled. If your operating system currently does not have cookies or JavaScript enabled, contact your network administrator.
  • POP-UP Blockers must be turned off to access the program.

Still need Help? Additional technical information can be found here. You can also view these tips in Spanish and French.

Important tip - Please allow 15 minutes prior to joining a session to conduct your set-up and testing!