15 Minutes to Think
Extraordinary service adds value to every transaction, and the best don’t just try to be good–the best are truly service leaders.
Mark Sanborn, international bestseller and customer service speaker, has been teaching customer service to some of the most successful companies in the world including Costco, Morton’s of Chicago, Toyota Financial Services, Harley Davidson, Chick Fil A, ServiceMaster, FedEx, Enterprise Rent A Car, New York Life, Time Warner and ESPN.
The best organizations differentiate themselves through better customer service.
Mark has presented over 2400 speeches and seminars in every state and 12 countries. He has been featured on Inc. Magazine conferences and is a nationally recognized customer service strategist.
Mark is known for using stories, humor and unique insights to teach:
- How anyone can make his or her work extraordinary
- How to make teamwork work in delivering superior service
- How to create value for customers and colleagues
- The power of empathy
- Why service ethic is more powerful than customer service
- Creating and maintaining customer loyalty
As Mark, customer service speaker, says:
“One of the things that differentiates my work is that it stems from experience as a business owner, association leader and board member. And I’m still studying, researching and applying what I learn about leadership today, both with my clients and in the organizations in which I’m privileged to have a leadership role.”
“I’ve written, spoken and advised about great customer service for years. Not too long ago I had an epiphany: I was emphasizing the wrong thing.
Don’t misunderstand. Customer service is important. But it is a tool, not the structure you are trying to build. It is a means to a more important end.
What really matters is customer success. Is your customer more successful because they did business with you?”
- Their day was easier.
- The product solved a problem.
- The experience enriched their life.
- Your investment product created financial security.
What makes a better customer service?
Customer service is a conduit, a delivery process, for helping to create customer success. It isn’t the only factor nor always the most important one (blasphemy to some).
The problem is an over-emphasis on customer service constricts our thinking. It limits our vision. It focuses on the how, not the why.
So instead of thinking, “How can I best serve customers?”, try a different question. Ask yourself, “How can I help make customers more successful in ways that are important to them?”
Mark is a member of the Speaker Hall of Fame and is much in demand as a customer service speaker for his keynote presentations which include The Fred Factor, The 10 Commandments of Customer Service and Service Leadership.
- Please click here for a list of free resources that can help you lead and serve better.
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