BEYOND WOW!

A Professional Development Event for VGT

WHAT WE’LL COVER

Functioning more effectively as a team

Internal customer service Opportunities to improve the

customer experience How to WOW!

DO WE WORK IN SILOS?

DO YOU SEE A MAN’S FACE OR A WORD?

idea 15:Be Gumby!

Adopt the “Man in the desert” philosophy

SURPRISE & DELIGHT!

SURPRISE & DELIGHT

3-foot Mickey Mouse Homebuilder putting plants on

neighbors’ porches Twitter intervention

ELEMENTS OF SURPRISE & DELIGHT

Produces a wow reaction Appears to be spontaneous Makes customers feel valued Memorable Creates a talking point Different

IDEAS FOR SURPRISE & DELIGHT

“Thank you” Handwritten note Plus 1 Following-up after resolution

EM·PA·THY

Identification with and understanding of

another's situation, feelings, and motives.

Peel back the onion

212 degrees

Q & A

Email me at myra@myragolden.com for

Additional questions not answered today

For a copy of today’s presentation Blog:

www.MyraGolden.Wordpress.com Web: www.MyraGolden.com Twitter: www.twitter.com/MyraGolden

Thanks for letting me be a part of your

day!

Thanks for letting me be a part of your

day! want more? visit: www.MyraGolden.com