“What experiences do you want your customers to receive from your organization? What experiences are customers expecting from your organization that they may or may not be receiving?This program takes participants and their organizations into the experiential economy by exploring the “yes” and “no” experiences that both the internal and external customers want and expect when they choose to utilize their organization’s products and services.
Participants will also learn:
- The difference between a product, a service and an experience
- Customer service recovery: What to do when we make a mistake or have a service failure
- The concept of customer sacrifice
Instructor: Andrew Sanderbeck
Biography: Andrew has been developing and conducting training seminars for libraries and library organizations for more than ten years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and numerous countries around the world. He is the founder of the PCI Webinars.”