“I  found out how to give the WOW factor”

A beautiful by-product of treating your co-workers and suppliers like customers is that one can get so much more out of them than you otherwise would. It’s clear that being empathetic with your customers is an widely-accepted business imperative. But how many of us are truly empathetic with our colleagues, employees, suppliers, bosses and investors? So much can be gained by expanding your definition of a “customer”, I spend almost an hour on this topic in my Delivering Customer Service Excellence course. For some, it’s one of the most memorable segments…

I found the psychology of customers and which phase they are in and how to approach them most useful.  I also found out how to give the WOW factor, not “I should hope so”. Also interesting was the section on how to treat colleagues as customers and how to get the most out of companies supplying goods and services to us. Rod Solar gave a very clear, entertaining presentation, pitched at the right level for who was present.

Staff Nurse, Yorkshire Eye Hospital, Leeds