The Customer Focus Trainer Workshop Information

“Help your company dramatically increase their customer service
and satisfaction with The Customer Focus™ Trainer Workshop.
Guaranteed!”

Hello!

My name is Shep Hyken and my customer service and Customer Focus™ programs
have been helping companies retain customers, improve customer service, and
increase profits for over twenty years. I can do the same for your company. That’s why
all my programs carry a money-back guarantee.

Unhappy customers “do their talking with their feet…they don’t complain…they just
don’t buy from you again.” For every customer that complains, at least twenty-six
who have a complaint never say a word – at least to you. Dissatisfied customers
can tell up to sixteen others about their dissatisfaction; some telling thousands on the
Internet!

68% of customers who switch suppliers change because of a supplier’s attitude of
indifference toward the customer. According to Travelers Insurance, it costs up to
twenty times more to acquire a new customer than to keep an existing one. The
Customer Focus™ Trainer Workshop will show you how to reduce customer loss and
turnover.

Based on research, here's what your company can experience with high customer
satisfaction ratings:

● 10% higher profits
● 11.6% higher margins
● More recommendations from existing customers
● Higher prices justified by higher levels of service and quality
● More repeat business
● Greater new product acceptance

Is your company really customer focused? More than your competitors? Can
it do a better job? How can your company improve service, retain more
customers and increase customer satisfaction?

Here’s how…

When your trainer or designated employee completes the Customer Focus™ Trainer
Workshop, they will be able to train your employees on how to improve your company’s
service, retain more customers and increase customer satisfaction… starting
immediately!

When they complete my Trainer Workshop, they will be able to:

● Train your employees to understand their role in the company’s customer service
strategy and understand how their department and individual responsibilities impact
the customer.

● Train your employees to recognize the many opportunities to make positive
impressions (Moments of Magic™) with both your outside and internal customers.

● Train your employees to enhance the experience that both customers and fellow
employees have with your company.

● Train your employees to develop a stronger sense of teamwork and cooperation
within departments and your company.

● Train your employees to develop a mindset that will help solve problems and
complaints for both outside and internal customers that turn Moments of Misery™ into
Moments of Magic™.

The Customer Focus™ Trainer Workshop is a train-the-trainer workshop with a
money-back guarantee for companies who want to conduct their own customer
service training. The full-day training session, conducted by our nationally known
trainer, Tony Ruesing, will be held on May 14, 2008 in St. Louis, MO at the Sheraton
Lakeside Chalet at Westport Plaza.

The fee for each attendee is $2650 for Early Registration before April 18. The
fee for registration after April 18 is $2950. The workshop runs from 8:30 A.M. to
4:30 P.M.

I urge you to register now as there are only 25 openings for the program.

Participants will receive our comprehensive Customer Focus™ Trainer Guide and all
collateral course training materials including workbooks, templates and continuing
phone consultation for six months. They will also have unlimited duplication rights to all
training materials for your company’s use. In addition, all participants are invited to a
follow-up conference call one month after the workshop.

The Customer Focus™ Trainer Workshop is sure to sell out, so we suggest you
register immediately.

The Customer Focus™ Trainer Workshop will make a real contribution to increasing
your company’s customer satisfaction and loyalty. The workshop carries my money-
back guarantee. It’s a great investment in your company’s future. Click here to
register!

Tony and I look forward to working with you.

Shep Hyken, CSP
Shepard Presentations, LLC

P.S. Early Registration closes April 18, 2008. Save $300. Click here to register.
After April 18, the cost is $2950. If you have any questions, call me personally at 314-
692-2200.

P.P.S. Outstanding customer service is a powerful advantage your company must
have in this competitive marketplace. The Customer Focus™ Trainer Workshop is a
train-the-trainer program that will enable your company to develop its own customer
service training program. Space is limited for the May 14 workshop to just 25
participants, so register today.

Workshop Logistics:

May 14, 2008 -- 8:30a.m. - 4:30p.m.
Sheraton Lakeside Chalet at Westport Plaza
191 Westport Plaza Drive
St. Louis, MO 63146
(314)878-1500

Click here to register for the Workshop!

Still want more information? Take a look at the program outline below...

Program Outline for May 14, 2008 Workshop

● Five Levels of Service – Learn where your company falls in the five levels of service.
Are you “World Class?”
● Moments of Truth Concept – This is where it all starts, with a Moment of Truth.
● The Moment of Truth is anytime a customer comes into contact with any aspect of a
business and has an opportunity to form an impression. (It had better be a good
one!)
● Moments of Truth Count – You’ll be amazed at how many opportunities your business
has to have contact with your customers.
● Moments of Magic™ Concept – This is where you’ll learn to take the ordinary and
make it extraordinary!
● Moments of Magic™ Activity - How do you make good, great and great, even better?

Break

● Why should I do business with me? – Discover reasons customers want to do
business with you. We love to hear clients say, “Great idea! I never thought of it that
way before!”
● Moments of Misery™ - Sometimes how well you handle problems shows the
customer how good you really are!

Lunch Break (Be our Guest)

● Understanding Internal Service – Great service is not just for the outside customer!
● Moments of Innovation™ – This is an idea generation system that goes beyond great
service and builds on always improving at every level of the organization.
● Creating a Demanding Customer – We want customers to tell us what they want!
● Creating a Complaining Customer – We want to know when customers have any
problems with us or what we do!

Break

● Sustaining a Moments of Magic™ Organization – Ideas for staying a customer
service focused company.
● Presentation and training skills – tips and tricks to insure that your training sessions
are the best they can be.
● Re-Focus – A final review of the session and further discussion with Q and A on how
to implement a successful customer service program.

Here's what Shep Hyken's clients say...

"In the years that I have worked numerous shows for Anheuser-Busch, I have never had such
favorable, positive feedback from our customers as I have received about you.” Anheuser-
Busch

“Some who have attended a number of conferences over the years told us this was the best
they had ever seen. Shep, your participation helped make the conference what it was.” IBM

“Your presentation has helped turn our customers' ‘Moments of Misery’ into ‘Moments of
Magic.’ Our customer results are at an all-time high. Thank you for your valuable input.” SBC