1. Establishing Customer Trust Fit all the pieces to the puzzle Magat, Paul

2. Satisfaction v. Loyalty Customers seek different types of rewards Relationship with company prospers on an informal, more personal level Customers will still switch – be prepared! Magat, Paul

3. Customer Trust Ensure that customers feel their interests are placed first Make sure customer feels comfortable and at ease Magat, Paul

4. The Three Rs Framework Rapport Reassure Relate Magat, Paul

5. Broad Framework Provide an interpersonal encounter at every level –Online - superior Web functionality –Phone –Vendor Magat, Paul

6. Discover What’s Missing Prioritize the complaint process Customer Service Work as a team Magat, Paul

7. Visualize the Goal Magat, Paul