Training time: 3.5-4.0 hrs
Presenter: Steve Toburen
Overview: The foundation of any successful business strategy will be built on exceptional customer service. All of the other components of an exceptional Restoration Company are built on a foundation of a culture of excellent customer service. Steve Toburen has defined a strategy called Service Engineering that is based on a system of harnessing Moments of Truth to dramatically exceed your customer’s expectations. If you have not heard Steve Speak or heard his presentation before, then you are in for a treat. This is likely the most valuable topic in our series as every employee and subcontractor should view these sessions as a part of your initial orientation program. Exceptional customer service is easy to implement and a very low cost strategy with a very high impact. After viewing these sessions you may find that you want more which you can get through the five day Strategies for Success course at Jon Don which was created by Steve Toburen.
Steve is the President of Concepts of Value and spends most of his time doing missionary work in the Dominican Republic. He sold his restoration company over ten years ago and has created the most comprehensive customer service program in the industry. He is the head of the Strategies for Success course taught through Jon Don and is the creator of Healing the Loss, Service on the Homefront, and other innovative customer service training programs.