1. Scott Cummings and John Garcia
Service the Sale
Scott Cummings and John Garcia

4. Salesmanship
Client Expectations
Process
Experience

5. “The purpose of business is To create a satisfied customer…”
Peter Drucker

8. Remarkable Service Be Insanely Passionate about what you do...
Create a Story about what you do...
Focus on Making Friends...
Create an Impression so great, just have to tell others...

9. Service is the product

10. Sweat the small stuff

11. The Golden Rule applies

12. Never let ‘em leave unhappy...
...they’ll tell others.

13. Great service happens.
Bad service happens all by itself.

14. If you blow it...
...recovery skills work.

16. Service Myths The customer is always right. The customer comes first.
People are our most important asset.
Customer complaints are a bad thing.
We must exceed their expectations.

17. 68% of Customers quit because of indifference...
68 % of customers quit because of an attitude of indifference expressed by a single employee

18. Customer Service Stats
68% quit because of indifference
3% will never be satisfied
Unhappy customers will tell people
Happy customers will tell 6-10 people
96% of unhappy customers will never
let you know that they are unhappy

19. What’s in for me?

20. What is Remarkable Service?

21. Remarkable Service
Passion
Friends
Stories
Word of
Mouth

22. Psychology of Service Values Habits Attitude Beliefs Behaviors
Expectations

23. The Best Customer Service is...
The Service Moment...
The Best Customer Service is...
Genuine
Sincere
Honest

24. Customer Satisfaction
Customer Happiness
Customer Satisfaction
Customer Loyalty
Customer Evangelism

26. 10 Steps to Service Excellence
Appearance
Attitude
Friendliness
Impression
Response-ability
Commitment
Team Thinking
Communication
Service Pledge
Service Excellence

27. Scott Cummings and John Garcia
Service the Sale
Thanks
Scott Cummings and John Garcia
Thank You