Description Length: 45 minutes Customers are the lifeblood of any business. Meeting customers’ needs and exceeding their expectations so they return again and again is what keeps businesses strong and thriving. Superior service is a combination of attitudes and behaviors that can be learned, nurtured and stimulated in everyone whose job depends on successfully meeting the expectations of those they serve. This course teaches learners how to think like a customer among many other powerful strategies in order to tailor and manage interactions for the ultimate customer experience. Whether customers are internal, such as bosses, peers and team-mates, or external, like the consumers who purchase products and services from the providers they trust, the ability to turn a single customer service experience into a lasting and productive business relationship is a critical success factor in anyone’s career. In this at your service CareerShorts™, you will learn how to: • Know how customers think • Know the one thing every customer wants • Understand the perceptions the customer has of your product, service or company • Learn to calm irate customers with effective language • Use your vocal tonality to transfer a positive mood to customers • Learn what the most admired companies do right for their customers • Recognize the power of focus and how it applies to customer service • Manage the emotions of customers for a superior experience • Master effective conversations with customers • Protect the reputation of your organization by taking charge of the customer’s experience • Handle difficult customer service situations with success Instructor: Harrison Monarth, Founder, GuruMaker – School of Professional Speaking New York Times Bestselling Author New York Times bestselling author and GuruMaker head coach Harrison Monarth is a leader in the field of persuasive communication and speaker coaching. One of the most sought-after speech coaches in the United States, he regularly prepares CEOs, senior executives, political candidates and other leading professionals for high-stakes presentations and speaking opportunities. Harrison has personally coached leaders from major organizations in financial services, technology, medical, legal, hospitality and consumer industries, as well as real estate, nonprofit and politics. His client list includes Merrill Lynch, Northwestern Mutual, Intel, Cisco Systems, Prudential, RE/MAX, Coldwell Banker, Hertz, and many other leading corporations, as well as political candidates and Members of the United States Congress. Objectives This class is beneficial to anyone who wants to succeed in providing superior service experiences to others and needs to meet expectations of stakeholders and other customers, internal and external.

1. Handling difficult Customer Service situations with success

2. View Entire Course atwww.CareerShorts.com Presented by Harrison Monarth Published by Course content © 2010, Harrison Monarth, GuruMaker Inc. Business Communication Coaching Group ™ LLC All rights reserved. Reproduction or redistribution is prohibited without prior written permission.