Robert Spectors presentations are built around his 9 management principles.

Part I:  Romancing Your Customer
1.    Create an inviting place–in person, online and on the phone.
2.    Provide your customers with choices– of products, services, and service channels.
3.    Sell the relationship: Service your customers through the products and services you offer.

Part II: Energizing Your Employees
4.    Hire nice, motivated people.
5.    Empower employees to take ownership.
6.    Sustain the people on the frontlines through a culture of support and mentoring.

Part III: Building Your Customer Service Culture
7.    Celebrate company heroes through recognition and praise.
8.    Advocate teamwork through internal customer service.
9.    Commit 100% to customer service.

Based on Robert’s nine principles of customer service, Think Like The Customer provides a first-hand look at what works (and what doesn’t) through the use of engaging, real-world scenarios.

Think Like the Customer, is an interactive multimedia e-learning course that allows you to experience customer service through a day in the life of a mythical married professional couple, Chad and Jane Smith, as they deal with customer service challenges and come up with solutions.

This entertaining and informative program captures the powerful message of Robert’s presentations and books and brings it in-house to all of your  employees.

Robert offers personalized consulting services on world-class customer service to your business or organization.  The program that created for your business or organization will be tailored for your particular needs.

Before we get started, we interview you regarding your key customer-service issues, and which areas of training you would like to emphasize. Are you dealing with issues of hiring? Empowerment? Teamwork? Whatever your challenges, we will come up with a customized program that will fit your particular needs.  These services are built around Robert’s 9 Management Principles and are augmented by training exercises that are designed to help your organization focus on delivering great customer service.