Introductions, issue of learning points, overview
First activity: 'Hall of fame, hall of shame - who's better and who's worse?'
Slideshow: Ideas woth a close look
Four things customers want
Three brave questions to ask customers
Four customer service promises
The four 'r's of real customer focus
Five levels of real customer bonding
Nine signs of real customer service
Four zones of customer service
Five dimensions of service
Activity: Six types of customer
We all have each of them - how can we manage them better?
Video: 'Give them the pickle'
Plenty of learning from this, whatever your context
Activity: Four questions
Identify and improve the truly significant customer issues in your organisation
On customer service, and on the management of complaints
Slideshow: Practical thoughts around service recovery
Four specific types of disloyal customer
Four parts to the service recovery model
Five ways to manage angry customers
Six common causes of complaints
Six things customers don't want when complaining
Six myths about complaints
Six things never to do when handling a complaint
Customer service diagnostic activity
So what specifically does it take to deliver truly exceptional customer service?
Let's round off the day with some clear answers to that question
Review and action planning
Three things you will do in a month to make today really worthwhile