1.
• Customer service ties with building
relationship with someone you do
business with
• Not sales training or time management

2.
• Before you can become customer-
focused you got to become employee-
focused in order to engineer that
experience

3.
Start on the inside to make that
happen
What happens on the inside is felt
on the outside by the customer

4.
• Got to manage the moment of truth
when you interact with the customer, they
have the opportunity to form an impression

5.
• What will be their moment of truth?
Will it be a moment of magic
A moment of misery
Or a moment of mediocrity
“Create a moment of magic”

6.
What does great companies do to stay on
top?
They bring in people, experts, coaches and
proven programs to take their business to
the next level or at least maintain where
they are.

7.
One-day training for all the people could
not be use as a band-aid to turn things
around permanently.
It takes time, focus, effort and it takes a
culture-change to make it happen.
Culture-change does not happen
overnight.

8.
• You got to be relentless.
One of the big misconceptions in culture
change especially if its focused in
customer service is it needs to be
relentless all the time constant.
The word is reinforcement.

9.
• Lack of planning
You don’t plan for the storm at the day of the
storm. You got to be thinking way ahead of
things.
Noah didn’t wait for the flood before he
build the ark.

10.
• Engineering the customer–service
experience
Which comes first?
Customer-focused or Employee-
focused
Before you can become customer-
focused you got to become employee-
focused in order to engineer that
experience.

11.
The customer-experience is going to happen
from the very beginning.
Whatever you are selling, whether it is a
service or product, you need to engineer
that experience to be completely
customer-focused.

12.
• Engineering the frontline experience
You engineer by creating the story.
“If you’re not actually dealing directly with
the passenger you’re probably supporting
somebody else. You need to manage the
moment of truth internally just as
important as you would externally.”
Jon Carlson

13.
What are the common mistakes?
• Poor training
• Not ready for a culture change
• Not constant (relentless)
• Lack of planning (regular meetings)

14.
• When they are Empowered
• When they are Trained
• When they are Confident to say “Yes”
to customers