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Empowering PROGRESS in Sales, Service & Workplace Performance

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Original Workshops designed
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 Cherishing Customers
Customer Relationships on the MEND

"Dean was TERRIFIC!! He did a lot of homework on World Kitchen and started his presentation by impressively naming off all of the brands we carry! Heck, some days I can’t even do that! He made a real connection with my troops and gave us some great philosophy and tips for our busy season on both Customer Service and Phone Sales. He was a great kick-off to our extended hours busy season and I give Dean an A+ for his presentation."

          -- Geri Barton, Director of Customer Service, World Kitchen LLC
(The World Kitchen Brands are Baker's Secret, Chicago Cutlery, Corelle,
Corningware, EKCO, Magnalite, OLFA, Pyrex, Revere, Vision)

The concepts in the Cherishing Customers Program are also shared in a
fast paced engaging keynote.

Cherishing Customers offers Professional Customer Service Training in an upbeat proactive environment.

The four letters that make up the word MEND stand for the 4 keys to building true customer loyalty.
M = Massage the relationship through solid communication
E = Empathize with the customer
N = Never attack the customer
D = Deliver H.U.G.s - Heartfelt Unexpected Gestures
In the Innovative and Thought Provoking Cherishing Customers program, participants receive professional customer service training that helps committed customer service professionals:
  • Develop understanding of Personal Responsibility in handling customer complaints.
  • Learn that Customer feedback (complaints) are one of the most inexpensive, available, useful and yet ignored forms of customer market data because... your customers know your weaknesses better than you
  • Understand the Power of the Customer
  • Choose to Lose the Battle to WIN THE WAR
  • Enhance Awareness of importance of Responding to Customers Effectively
  • Create & Strengthen win/win relationships by Satisfying Customer Expectations & Concerns
  • Implement strategies leading to Positive Long Term Customer Relationships
  • Examine the Behavior and DESIRES of dissatisfied customers
  • Help complaining customers to know You Are on THEIR Side
  • Implement various strategies to address customer concerns based on style needs
  • Understand the Need for "putting on the customer's shoes"
Article: Cherishing Customers
The Cherishing Customers Program features our signature FORwords and BACKwords cheat sheet - words and phrases that MOVE communication.

" A 10! Excellent Workshop."
- Rhetta 0' Connor, Customer Service Representative, Pacific Life & Annuity
" Great Concepts. A Gut level approach to customer satisfaction. Dean Lindsay is smooth, clear, enthusiastic and knowledgeable."
- Tim Avirett, Manager, Raytheon
"“Cherishing Customers is the best customer relations seminar I've participated in."
- Albert Schilling, Ericsson, Support Engineer
Here are ten professional customer service training truths from Cherishing Customers.
Professional Customer Service Training Truth #1
Whoever is affected, positively or negatively, by the work you do is your CUSTOMER.
Professional Customer Service Training Truth #2
Customers offer the three priceless Rs: Revenue, Referrals and REALITY.
Professional Customer Service Training Truth #3
ONLY 1 out of 25 Dissatisfied Customers tell the business they are dissatisfied.
Professional Customer Service Training Truth #4
Over 90% of all Complaining Customers will do business with you again if you resolve their complaint quickly and professionally.
Professional Customer Service Training Truth #5
True Customer Loyalty begins and ends with the RELATIONSHIP. Solid Customer Relationships cannot be purchased; they must be earned.
Professional Customer Service Training Truth #6
It costs up to five times as much to attract new customers as it does to keep existing customers.
Professional Customer Service Training Truth #7
Customer complaints are one of the most inexpensive, available, useful and yet ignored forms of customer market data.
Professional Customer Service Training Truth #8
When you answer the phone, your company’s image is on the line.
Professional Customer Service Training Truth #9
Courteous service is imperative but courtesy is not a substitute for Competence. Building trust with customers often takes Problem Solving.
Professional Customer Service Training Truth #10
That customers we wish would just go away, will eventually GO AWAY -- along with their business and possible referrals. Be careful what you wish for.

" Cherishing Customers is a great program. The advice given makes you feel better prepared to deal with customers. The best useable idea I gained was continually remembering that our customers are the reason we are here. I would describe Cherishing Customers as informative, humorous and useful with good tools for practice. "
- Arlene Soto, Customer Relations Rep., Pacific Life and Annuity