Caring for your Customers

A defining moment is any point in time when a customer judges the service you provide—and by extension, judges the organization as a whole. When you greet a customer, it’s a defining moment. When you ask a question, answer a question, offer options, try to solve a problem, or recover from a service breakdown—all can be defining moments. Depending on how you handle each defining moment, the customer has a positive or a negative experience. In short, your actions in each defining moment can either strengthen or weaken customer loyalty. When you strive to create positive defining moments—or “PDMs” – you help build loyalty 

Presented by Debbie Durso and Michael Hanlon 

Sponsored by Carpet and Wood Floor Liquidators

Note: Qualifies for 1 CEC