Every single person in your organization IS your organization. Does everyone understand the vital role they have in creating and keeping customers who want to do business with you for life – AND refer all their friends to you? In this information-packed presentation people will learn very specific skills to help create the kind of environment that makes people LOVE you and your product or service, and sing your praises to anyone who will listen. Attendees will learn: 1. Three things about every human being that they MUST know before they ever interact with any customer. 2. The #1 thing people will ALWAYS remember about their experience with you. 3. The customer service words that work miracles – and the ones that create problems. 4. How to de-escalate any potential problem really quickly. 5. How to say “no” to a customer, or decline their request in such a way that actually leaves the person happy. 6. The information that customers pick up about you before you ever open your mouth – and how to make that information the right stuff!