“Mind the Gap”A Guide To Exceptional

Customer Service

Mark Ernst

President

Ernst Enterprises, LLC.

Overview

The difference between exceptional and mediocre customer service is small.

Exceptional customer service requires management focus and attention.

Exceptional customer service is about “Minding the Gap”.

1. Discuss our experience with exceptional and mediocre customer service.

2. Today’s trends in good customer service & why?

3. Is good service an individual or business decision?

4. Introduce the concept of “Mind the Gap”

5. The importance of a shared meaning

6. The importance of customer expectations

7. The importance and role of feedback

8. The 8 steps to exceptional customer service

9. Summary & Conclusion

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Agenda

The difference between delivering exceptional and mediocre customer service is small, and the impact is large.

Helping your organization focus on the “Gap” will change the level of customer service your customers receive.

This must be a management priority if it is to succeed.

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CONCLUSION

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Mark Ernst is the founder of Ernst Enterprises, LLC, business advisors whose mission is to help business owners:

Achieve their Vision

Our Core Values

Confidentiality: We treat all client matters and discussions confidentially.

Integrity: We operate with openness and transparency in all client matters.

Trust: We earn our client’s trust by keeping our commitments.

Expertise: We are or bring in the expertise our clients require.