John's Workshops
Developing your Non-negotiable Customer Experience CycleFirst there was Secret Service; the definitive book on customer service that shared WHAT the best customer service companies do. Now learn HOW they do it. Learn what less than 5% of the companies in the world know and what they do that makes them World Class Customer Service Organizations.
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Non-negotiable principles to World Class Secret ServiceThis presentation and workshop is an advanced customer service training for people and organizations that have already been through the Secret Service training. This workshop covers the 10 Commandments of World Class Service, as well as the obstacles that prevent world class service. First, hear how the best service organizations execute each of the commandments and then, do exercises to see how your company can successfully implement those commandments into your culture. World class companies will create sample Service Aptitude Test (SAT), service brand promises, perform daily pre-shift huddles, create ways to profile customers & share the information, create a strong above & beyond culture, become zero risk to deal with, not only be world class to the customer but also internally to the employee, community and at home. Finally, world class companies will incorporate non-negotiable service training for new and existing employees. |
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World Class Secret Service LeadershipEvery world class customer service organization is FIRST World Class to work for. They have the lowest turnover and highest morale. Similar to the Customer Experience Cycle, we create the Employee’s Life Stages, where we define all the Service Defects, Standards and Above and Beyond Opportunities of every stage our employees go through during their careers with our organization. From the interview stage to hiring, training, first 90 days, all the way through five, ten, to twenty years down the road. Giving our leaders the ability to create a World Class Culture. |
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