His firms mission is to help organizations create service cultures. Customer service farm credit midamerica audio library. Brad worthley is an accomplished business consultant with over 40 years of management experience. I take to heart the lessons i read in the book inside the. This high powered four dvd set titled exceeding customer expectations is packed with innovative content that will change lives. Listen to how to exceed customer expectations by brad worthley for free with a 30 day free trial.
Products archive page 2 of 6 brad worthley international. Organizations can no longer have the goal of meeting the customers expectations. This is a new online resource that allows you access to experts in the fields of customer service me, leadership, sales, communication, personal development, entrepreneurship and income creation, mental focus and development, networking and relationships, innovation and change, technology, marketing and competitive advantage. The four actions needed to exceed customer expectations. Brad worthley is an internationally acclaimed expert in customer service, leadership and motivation, and is invited to travel throughout the world to speak on those subjects. Speaker and training innovision marketing group the. Some project managers like to include quality in there as well, and you can, but usually a customer wont be satisfied with a project that is delivered substandard. Brad worthley international internationally acclaimed customer service, leadership and motivational experts. Here are 3 key reasons why investing in exceptional customer service is an investment in your long term success. The ultimate guide to exceeding customer expectations. Brad worthley is an accomplished consultant and behavior change specialist with over 35 years of business management experience.
You will learn how to exceed the customers expectations, build an emotional attachment with them, and also learn how to close the sale with. Very likely, you have already implemented one or more customer focused strategies and some form of customer service system in your organization. Lets take a closer look at each of these and how the most customercentric organizations use them to exceed customer expectations. Brad worthley books list of books by author brad worthley. He is also an internationally acclaimed leadership, customer. Customer experience is based on what they expect from the.
Managing client expectations is all about communication. I just finished reading kirk kazanjians book exceeding customer expectations which follows the humble beginnings of the 50 year old enterprise rentacar business, which has grown into the largest and most profitable rental car company in north america. Review the key ideas in the book exceeding customer expectations by kirk kazanjian in a condensed soundview executive book summary. He has authored four books and produced numerous training videos and audio programs with experts such as zig ziglar, jim rohn, brian tracy, john maxwell and others. Download it once and read it on your kindle device, pc, phones or tablets. Simple steps to exceeding customer expectations volume. All categories achievement orientation adaptability business acumen coaching and developing peopleteams communication customer service developing others diversity employee. Ken chenault, chairman and ceo, american express exceeding customer expectations provides an entertaining and insightful look into the customercentered culture and strategies that drive the. What does it take to exceed the customer s expectations, brad will explain. Listen to exceeding customer expectations by brad worthley. This book provides practical guidance to the contemporary manager, stressing the critical thinking and problem solving skills required to navigate todays complex business environments. Brad worthley exceeding customer expectations youtube.
Brad worthley is one of the leading experts in the field of how other people perceive the. How to exceed customer expectations by brad worthley. Signin to download and listen to this audiobook today. Exceeding customer expectations is a firsthand look at the company that has been writing the book on customer service for the last 50 years. Simple steps to exceeding customer expectations kindle edition. Brad worthley is an internationally acclaimed expert in customer service, leadership and motivation, and he is invited to travel throughout the world speaking on those subjects. He has owned a business consulting firm in bellevue, washington for the last 24. Story time just got better with prime book box, a subscription that delivers editorially handpicked childrens books every 1, 2, or 3 months at 40% off list price.
The ultimate guide to exceeding customer expectations brad worthley on. See all books authored by brad worthley, including a. This seminar is not only very powerful, but very fun as well and is always the highest rated seminar at any event brad attends. However, even when these basic expectations are met, the ability to satisfy patients concerns can determine whether a patient has a positive or negative experience at a hospital. The best example i have experienced of exceeding customer. Listen to outstanding leadership in a service culture audiobook by brad worthley. Exceeding customer expectations demonstrates the keys to building lifetime customers by uncovering the success secrets of enterprise rentacar, which has grown into the largest and most profitable rental car company in north america by following the prin ciples outlined in the book.
Brad worthley is the author of simple steps to an extraordinary career and life 4. If you learn why your customers call, you can publish answers to faqs on your website and help your customers to help themselves. Therefore, exceeding customers expectations is in the best interest of all employees at all times. There always must be a responsive support team available 247 to establish the sense of protection to each customer. Even though we are world leaders in our fields, we never take the customer for granted. Filed under call centre management, customer experience, customer service, morale, top 10. The ultimate guide to exceeding customer expectations by brad worthley it was amazing 5. Brad worthley is an accomplished business consultant with over 44 years of management experience. Surprising a customer by exceeding their expectations is a great. Each and every contact is an opportunity for you to impress your customer and deliver service that exceeds their expectations.
Full conference agenda high tech high touch solutions, inc. He is also an internationally acclaimed leadership, customer service and motivational expert who has trained hundreds of thousands of people in a wide range of industries throughout the world since 1991. It is brads highest rated seminar that is applauded worldwide as one of the best in the industry. It was recently filmed so all the info is current and applicable to all industries. Brad provides you with dozens of reallife examples of employees and businesses that have exceeded their customers expectations and created lasting memories. Listen to bring service and sales together by brad worthley for free with a 30 day free trial. Stream and download audiobooks to your computer, tablet or mobile phone. Management meeting and exceeding customer expectations. Simply meeting the customers expectations creates a base of customers who are apathetic not loyal. Listen to unlimited audiobooks on the web, ipad, iphone and android. Some of the common patient complaints include wait time, responsiveness of a timely manner of staff, and poor communication.
So, in my book, customer satisfaction covers quality too. Brad is always the highest rated speaker at any event he presents at and his best known for his signature session titled exceeding customer expectations which is also the title of his first book. Listen to outstanding leadership in a service culture by. Brad is always the highest rated speaker at any event in which he presents at and is best known for his signature session titled exceeding customer expectations which is the title of his first book. This should be the first port of call in your journey to exceeding customer expectations. Enterprise founder jack taylor and his son andy taylor, chairman and chief executive officer, attribute the companys success primarily to a simple yet. What does exceeding customer expectations mean to you. Use features like bookmarks, note taking and highlighting while reading simple steps to exceeding customer expectations. Brad worthley knows a lot about aloof clerks and how to. He has owned a business consulting firm in bellevue, washington since 1991, written four books, produced dozens of training dvds and audio programs in conjunction with experts like zig ziglar, brian.
Exceeding customer expectations businesses can no longer have the goal of meeting the customers expectations. Get this book free when you sign up for a 30day trial. The relationship i have with our customers is of the highest importance to me. This edition also stresses the role of technology and the dramatic rise and impor. Listen to exceeding customer expectations audiobook by brad worthley. This session was voted as one of the top two keynotes in the world. To me, this is one of the most essential aspects of managing a successful company operation. Brad worthley owner brad worthley international linkedin. What does that look like from the customers perspective. This book is about how everyone we interact with should be treated with ultimate respect. This session was voted as one of the top four keynotes in the world by the meeting professionals international in. Customer expectations can be defined as the perceived value or benefits that the customers look for while purchasing products or services.
Books by brad worthley author of ceo communication skills. Providing exemplary customer service comes down to taking ownership and responsibility for your relationship with your customer while exceeding customer expectations. Four actions must accompany the design of an experience that exceeds customer expectations. Simple steps to exceeding customer expectations volume 2 brad worthley on. A place where employees love to work and customers love to do business. Exceeding customer expectations summary kirk kazanjian. He is also an internationally acclaimed leadership and customer service. Simple steps to exceeding customer expectations kindle edition by worthley, brad. The puget sound business journal seattle features local business news about seattle. I know this, because i work the front lines in glance networks customer service department. Written by brad worthley, audiobook narrated by brad worthley. Also speaking is brad worthley of bellevue, a customer service consultant and speaker, and author of the book, the ultimate guide to exceeding customer expectations more information at.