Think Like a Customer: Act Like an Owner

There is a general acceptance in today's business environment that customer service and customer satisfaction are key elements for success. Customers are promised great service by aggressive marketing campaigns, so expectations are high.

Yet, there remains a substantial gap between the promises and the services received. The key to providing exceptional service is to create a culture change from the top down within the organization in the way we communicate with our customers. We must make it rewarding for them to do business with us to ensure referrals and sustained customer loyalty.

Learning Outcomes:

• Identify the long term value of each customer.
• Explain how to establish rapport with customers.
• Recognize service through the eyes of the customer.
• Restate service by reinforcing great service.
• Describe the power of paraphrasing.
• Recognize effective ways to deal with angry customers and recover from mistakes.

Presented By:

Roger Burgraff
On Behalf of Custom Learning Systems

Roger I. Burgraff has a professional life mission to help people to communicate more effectively. He believes that most of what we do, we do in the context of a relationship, and that communication is the key to all relationships.

He has earned his Ph.D., and M.A. (with distinction) in communication disorders and his B.A. in public speaking.

Since 1988, Roger has been a full time professional speaker and seminar leader. He specializes in customer service and communication seminars for healthcare professionals. He brings twenty-three years of hospital work experience to deliver practical dynamic and informative programs with great take away value.

Roger served as a captain in the Medical Service Corps of the U.S. Army. As a civilian, he went on to establish and operate a speech clinic at the USAF Hospital, RAF Lakenheath, England, where he also earned formal recognition for his professional services in Anglo-American relations. Later, he helped originate the Speech Pathology and Audiology service of the Loma Linda VA Medical Center in Southern California.

Roger has been a featured speaker at several medical and educational conferences around the world. He has been a yearly presenter at the HealthCare Service Excellence Institute.

He is a member of the American Speech, Language and Hearing Association. He earned the Golden Microphone Award from the Greater Los Angeles Chapter of the National Speaker's Association.

He is the lead author of the book How To Keep Your Volunteers For Life, which is focused on hospital volunteers.

Roger and his wife Marjorie reside in Redlands, California.