Course Overview
Have you ever been treated poorly when you were a customer of a restaurant, bank, hotel, airline or other retail establishment? Have you ever been delayed, hassled or inconvenienced enough to think, “I will never patronize this company again!!” If so, you’ve experienced what I call a Moment of Misery.
On the other hand, have you ever been treated so well that you couldn’t wait to tell others about your encounter? Have you ever had a person go out of their way, to save you time, money or frustration? Then you’ve experienced what I call a Moment of Magic.
This course is designed to help you discover what causes Moments of Misery for your customers, and to teach you how to create consistent Moments of Magic to ensure satisfied, repeat customers. In each lesson, you will complete exercises where you will apply the concepts you have learned to your business. By the end of the course, you will have an action plan in place to ensure you are consistently creating Moments of Magic for your customers.
Course Instructor
