"The United States Air Force received a notable honor from the Corporate Prism Survey in which we came in second for all Air Force for providing the best customer service. RuthKay, we attribute this to you and your stupendous on-going training." United States Air Force Academy

Why do some customers drive an extra twenty miles to buy a product or service?

Why do some customers stand in the longest line to wait for service from their favorite clerk, waitress/waiter or customer service representative?

Why do some customers shop at one retail establishment and pay more money for a product or service than at other establishments who charge less?

The answers are very simple: Extraordinary employees going Beyond the Second Mile for their customers.

Happy and unhappy customers affect your bottom line. In a market where competition is not only protective of its own clientele, but fierce in trying to gain yours, it is essential that everyone in your company goes beyond the second mile to keep existing customers and win new ones.

• How customers decide where they will do business
• Communicating with four different personality styles
• How to make your customers feel welcome & important
• Leadership characteristics of Customer Service Stars and how to be one
• Why customers resist change and how to communicate the benefits of change
• How to focus on the “little things” to help customers remember you & your company
• The value of complaining customers & how to handle complaints and difficult customers
• Professional Telephone Etiquette – Seven Essential Skills