Live Webinar December 4th, 2013 – 12:00 pm – 1:00 pm EST
Duration: 1 Hour Credits: 1 PDU Category C – Free PDU
Presented by American Management Association (REP 1294)
Although the AMA is an REP this opportunity may not have a course number Contact the AMA for further information.

How to Take Your Service
From Run-of-the-Mill to Remarkable

Value-added has been the service solution for many service-minded organizations—take what customers expect and add a little more.

But in the past few years, value-added extras have gotten a lot more expensive. Tough economic times call for a new approach: value-unique service. It is not enough to wow your customers; winning service providers awe their customers.

This webcast explores creating experiences that cause your customers to swoon, smile, and sing your praises!

This process will be your spark plug for bringing energy and igniting your customers’ experiences. And, it can turn bored, overworked employees into ones who are fired-up and ready-to-enchant!

It is built around 9½ principles—think of them as lenses crafted to reveal special strategies and techniques you can use to become the subject of glowing remarks via word of mouth and word of mouse.

In this webcast, you’ll learn:

• Reasons innovative service is such a critical factor for customer retention and advocacy
• How today’s overstimulated, highly entertained consumer expects an emotional connection, not just an adequate but plain vanilla response to their needs and expectations
• 5 strategies that can provide a new, innovative lens through which to view and improve your customers’ experiences
• The leadership components required for a sustainable innovative service culture.

While attending this program is FREE, reservations are required – However most AMA webinars are recorded for later viewing.

We encourage you to register even if you are unable to attend live; you’ll receive replay information following the event.

Presenter: Chip R. Bell (LinkedIn profile) is the founder of The Chip Bell Group. He has served as consultant, trainer, or speaker to such organizations as GE, Marriott, Lockheed-Martin, Cadillac, Ritz-Carlton Hotels, Allstate, Caterpillar, Harley-Davidson and Victoria’s Secret. Leadership Excellence has selected him in the top 30 thought leaders in the U.S. Bell is the author or coauthor of 19 bestselling books, including Customer Loyalty Guaranteed, Managing Knock Your Socks Off Service, Take Their Breath Away: How Imaginative Service Creates Devoted Customers, Customer Love and Wired and Dangerous. His latest book is The 9½ Principles of Innovative Service.

PDU Category C (PMBOK 5) documentation details

Process Groups: Executing

Knowledge Areas: 9 – Human Resources

• 4.3 Direct and Manage Project Work
• 9.3 Develop Project Team
• 9.4 Manage Project Team

As a Category C ‘Self Directed Learning Activity’ remember to document your learning experience and its relationship to project management for your ‘PDU Audit Trail Folder’

Click to register for The 9½ Principles of Innovative Service