Dr. Tony Alessandra interviews Phil Wexler
Featuring Dr. Tony Alessandra, PhD, CSP, CPAE
Length: 27 minutes
Concepts from his book Quest for Service Quality
• Why businesses should work to create demanding customers and complaining customers
• How to be more customer driven—to tune into what’s important to your customers
• The four zones of customer service: rigid, safe, progressive, and indulgent…where is the ideal zone and how do you get there
• How to empower employees to serve customers most effectively
• Numerous prescriptions for businesses and individuals to deliver as well as receive excellent customer service
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