Detroit the INSTITUTE for MANAGEMENT STUDIES, 505 S

Detroit THE INSTITUTE FOR MANAGEMENT STUDIES, 505 S. Arlington, # 110, Reno, NV 89509

SUBJECT EVERYONE HAS CUSTOMERS: STRATEGIES FOR KEEPING YOURS HAPPY FACULTY DR. CHIP BELL

LOCATION The Fairlane Club DATE Tuesday, December 3, 2002 5000 Fairlane Woods Dr., Dearborn, MI 48126 REGISTRATION 8:30 AM (313) 336-4400 SESSION 9:00 AM - 4:00 PM COST

T I M E T O P I C S 5% Everyone has a customer: Why happy customers are critical in today’s’ challenging times

60% New Tools for Making Customers Happy · Engagement: The Power of Straight Talk · Enlistment: Customer Will Care When They Share · Enlightenment: Growing Customer Love · Empowerment: Helping Customers Share Control · Enchantment: Making the Process Magical · Entrustment: Affirming a Covenant With Customers · Endearment: Giving More Than You Expect To Get 15% Leading a culture that drives customer happiness · The Leader as Dramatic Listener · The Leader as Customer Mentor · The Leader as Passion Bearer · The Leader as Customer Risk Manager · The Leader as Change Agent 10% The metrics of devotion: New tools for accountability and adjustment

10% Reinventing customer service with "happy" in mind

S E M I N A R D E S C R I P T I O N Making customers happy is more difficult than ever before. Most customers, both internal and external, expect every service encounter to be FedEx fast, Disney friendly, Southwest Airlines frugal and Amazon.com! Yet the payoff is well worth the effort. Happy customers have more realistic expectations, are far more forgiving, work to help you improve, and assertively champion you to others—helping your reputation. Creating happy customers requires a unique culture with special tools and uncommon methods. This provocative session will be beneficial for anyone concerned about their customers, whether outside the organization or just down the hall.

Charles E. Truza, 4744 Orchard Ridge, Troy, MI 48098-4121 Phone: (248) 644-3664 Fax: (248) 644-6140 e-mail: [email protected] F A C U L T Y DR. CHIP R. BELL is a senior partner with Performance Research Associates, Inc. in Dallas, TX. His consulting practice aims to build organizational cultures that support long-term customer loyalty. Prior to starting a consulting firm in the late 1970s, he was Director of Management and Organization Development for NCNB, now Bank of America. Dr. Bell holds graduate degrees from Vanderbilt University and George Washington University. He was a highly decorated infantry unit commander in Vietnam with the elite 82nd Airborne Division. Dr. Bell is the author or co-author of fourteen books including Customer Love: Attracting and Keeping Customers for Life, Customers As Partners, Managers As Mentors, Managing Knock Your Socks Off Service (with Ron Zemke), Beep-Beep: Competing in the Age of the Road Runner (with Oren Harari) as well as over 200 articles in professional journals. His work has been featured on CNBC, CNN, Bloomberg TV, NPR, Voice of America, and in the Wall Street Journal, Fortune, USA Today, Entrepreneur Magazine, Inc. Magazine and Business Week. He has served as consultant and/or trainer to such major organizations as IBM, Microsoft, GE, Royal Bank, Motorola, Marriott, Pfizer, Sears, Merrill Lynch, Ritz-Carlton, 3M, USAA, Duke Energy, State Farm, Eli Lilly, Lockheed-Martin, Harley-Davidson, Verizon, Universal Studios, Nortel, Lucent & Victoria’s Secret.

G U I D E T O P A R T I C I P A N T S E L E C T I O N

SENIOR EXECUTIVE (Pres, Exec & Sr. VP) 2 3 3 3 2 3 3 2 2 3 3 3 2 EXECUTIVE (VP & General Mgr) 2 2 2 2 1 2 1 2 2 2 2 2 1 SENIOR MANAGER (Div. & Reg. Mgrs) 1 2 2 2 1 2 1 2 1 1 2 2 1 MIDDLE MANAGER & SUPERINTENDENTS 1 1 2 2 1 2 1 2 2 1 2 2 1 Admin Distrib Engr Finc H.R. Legal Mktng MIS Mfg Plng Pchsg R&D Sales “1” indicates primary target audience APPLICABILITY “2” indicates a good fit if the level of material is appropriate “3” indicates (in the opinion of the Institute and faculty) limited applicability.

F O C U S

PRIMARY LEADERSHIP DEVELOPMENT: Adaptability, Commitment, Communication, Creativeness, Decisiveness, Empathy, Initiative, Interpersonal Relations, Judgment

SECONDARY EXECUTING/CONTROLLING/EVALUATING: Decision Making, Use of Authority, Direction, Coordination, Guidance, Quality Control, Follow Up

TERTIARY PLANNING/ORGANIZING: Problem Identification, Analysis, Evaluating Alternative Solutions

L E V E L Introductory Intermediate Advanced