Anticipating, Solving, and Re-Solving Customer’s Desires

Customer service is at its best when we access that inner gem of ourselves and leverage it to interact with another person positively.

• Four aspects of memorable and complete customer service.
• Shifting from transaction to service.
• Fundamentals of emotion intelligence in service.
• Not just doing, but also being of service – a service presence.
• Taking action to deliver on customer needs.
• Managing breakdowns and difficult customers.

The presenter, Mark Haeussler, draws on 15 years in the hospitality industry, in roles from direct customer service management to fiduciary responsibility for entire hotel & restaurant operations.  He is a generative coach with 20 years of professional development experience, 2 coaching certifications, and a bachelor’s degree in business.