BEYOND CUSTOMER SERVICE – CREATING CUSTOMER LOYALTY

• What Does Customer Service Really Mean?

• Why Customer Loyalty? Isn’t Customer Satisfaction Good Enough?

• Customer Loyalty: A Strategic Advantage What Does a Customer Really Want?

• The Competitive Advantages of Customer Loyalty

CREATING AND MEASURING CUSTOMER LOYALTY

• Creating an Emotional Tie Through Points of Connection

• Understanding Yourself and Others

• Measuring Customer Loyalty

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EFFECTIVELY MANAGING STRESS AND IMPULSES

• What People Say About Stress

• Stress Management

• Model 1: Activation – Believe – Consequence

• Model 2: Stimulus – Choice – Response

• Reducing or Eliminating Stress

• Impulse Control

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GOAL ACCOMPLISHMENT FOR SUCCESS

• The Benefits

• Criteria for Personal Goal Setting

• Rewards and Consequences

• Roadblocks to Success

• A Solution for Every Obstacle

• Action Steps and Dates

• Persistence is Key