In this fast paced three (3) hour program, Ed Horrell will teach the secrets he has learned from the research for his next book Would You Like Some Kindness With Your Fries? as well as from the numerous calls and emails from his syndicated talk show “Talk About Service”.

Included in the seminar will be:

• How to feed your customers what they want (thus the name of the seminar)
• The only way to know what they want (you have to know what they want to feed them)
• The reason you lose customers (and how to eliminate it)
• How the Law of Attraction works in customer service (you can attract the customers you want)
• What the Ritz-Carlton does (that you aren’t doing)
• How you can learn from the Nordstrom employee handbook (and you’ll want to)
• Why Chick-fil-A employees are different than other fast food employees (and they are)
• How the Onion Effect works (and how it works in YOUR business)
• What you can learn from L.L. Bean (and put it to work)
• How to take advantage of the Pareto Principle – the 80/20 rule
• Why customer satisfaction isn't enough (and why most companies ‘just don't get it’)
• The 10 Principles of Customer Service that every company should practice
• The 10 Steps for a Cultural Makeover
• The “Cheers” philosophy of Customer Service
• Steps to Quick-start your Customer Service Basics

Attendees will leave entertained, informed and inspired to make changes in the way their company looks at customer service. There is a paradigm shift going on in customer service. Horrell challenges attendees to choose between being an observer or being an active participant by learning what the best companies are doing and then implementing these practices in their own company.

Biography: Ed Horrell is an author, columnist, speaker and the host of the syndicated talk show “Talk About Service”. Sharing the experiences he has learned as both a speaker and businessman, Ed authored the book More Than Words, which contains nine rules for powerful yet considerate interpersonal communications. A customer service advocate, Horrell’s new book Would You Like Some Kindness With Your Fries?, published by Amacom Publishing, will be out later this year. 

For more information about Ed Horrell go to: www.edhorrell.com