Institute for International Research

Wednesday, March 26, 2008 | 9:00AM-12:30PM

Seven Star Customer Service: Starting at the Top to Impact the Bottom Line

Ruby Newell-Legner, Customer Satisfaction Expert, RUBYSPEAKS, INC

As customers expect more, the demand on frontline employees becomes more intense. In this session, Ruby will share 7 elements linking the Front and Back end of service to create a seamless customer experience. This program includes insight from Ruby's work with Jumeirah Group, owner of the Burj Al Arab, referred to as the only Seven-Star hotel in the world, located in Dubai, United Arab Emirates.

Learning Objectives:

• Customer service is identified, embraced and promoted throughout the organization's mission, vision and values statements.
• The organization's talent management practices instill positive customer service through all their dealings with job candidates, new hires and current employees.
• Time and effort is taken to understand the nature of the organization's customers.
• Each employee understands the cycle of service for their department and what role they play in each step along the way.
• Standards of service are documented for each step of the Cycle of Service.
• The relationship between departments promotes a "we are all in this together" approach to serving each customer.
• A frequent customer program promotes customer loyalty and retention.