SuperSTAR Customer Service

Contents: 
 

Part 1: The Customer Service Challenge! • What Customer Service? • The Search for Superior Customer Service • SuperSTAR Customer Service • Summary • Part 2: Mental Psyche • Moment of Magic I: Mental Psyche • Summary • Part 3: The Greeting • Moment of Magic II: The Greeting • Summary • Part 4: Meeting the Need • Moment of Magic III: Meeting the Need • Summary • Part 5: Follow-Through • Moment of Magic IV: Follow-through • Summary • Part 6: Handling Problems • Moments of Magic V: Handling Problems • Summary

About the Authors: 
Rick Conlow: A quick glance at his professional resume leaves you with the strong impression that effort and optimism are a winning combination. Case in point: With Rick by their side, clients have achieved double- and triple-digit improvement in their sales performance, quality, customer loyalty, and service results over the past 20-plus years and earned more than 30 quality and service awards.
Rick's life view and extensive background in sales and leadership-as a general manager, vice president, training director, program director, national sales trainer and consultant-are the foundation of his coaching, training, and consulting services. Participants in Rick's experiential ?live action? programs walk away with ah-has, inspiration, and skills they can immediately put to use.
These programs include "BEST Selling!?; ?Moments of Magic!"; "Excellence in Management!"; "SuperSTAR Service and Selling!"; 'The Greatest Secrets of all Time!'; and "Good Boss/Bad Boss-Which One Are You"
Rick has also authored Excellence in Management, Excellence in Supervision, Returning to Learning, and Moments of Magic.

Doug Watsabaugh: Doug values being a "regular person," with his feet on the ground and head in the realities of the daily challenges his clients face. It's his heart for and experience in helping clients deal with difficult situations that distinguish him from other sales performance and leadership development consultants.
His knowledge of experiential learning and his skill at designing change processes and learning events have enabled him to measurably improve the lives of thousands of individuals and hundreds of organizations in a wide variety of industries, financial services, manufacturing, medical devices, consumer goods, and technology to name a few.
Before starting his own business, Doug served as the director of operations for a national training institute, manager of organization development for a major chemical company, and was responsible for worldwide training and organization development for the world's third largest toy company.