Experiencing World Class Service Excellence
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benefits between company and customer.
Some Delegate Comments
Sell to all the five senses (sight, smell, sound, taste, touch)
Epitomized all the learning that is necessary to create a ‘wow’ in any company
Effective staff orientation can result in excellent service but slogans can ‘tell a story’
Stew Leonard’s – A Service Excellence Story
At five minutes before closing one Sunday night, a customer said to cashier Betty Mucci, ‘We’ve just returned from vacation and are so happy you’re open. Our refrigerator is empty, and we needed this bread and milk for breakfast and the kid’s school lunches tomorrow.’ When the total of .12 was rung up, the customer panicked and said, ‘Oh my gosh, I forgot my wallet. I don’t have any money!’
Betsy just smiled and said, ‘That’s OK, just give me your name and
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