Here's what you will learn:

• The difference between customer service and customer experience.
• How, by understanding the six senses of service, (visual, auditory, olfactory, gustatory, somatosensory and emotional) you can design & deliver a truly outstanding service experience giving your customers a 'reason to return', and a 'reason to refer'.
• Why, in today's crowded 'same stuff, same price' marketplace, good customer service is the enemy of great customer service.
• How to develop an authentic service experience differential to ensure that 'choice rich, time poor' consumers, when faced with a multitude of options, choose to do business with you, and not your competition.
• What it takes to develop strong, mutually rewarding customer relationships to ensure future business prosperity and longevity.
• Understanding the difference, and how to make the shift from commodity and price, to experience and value.