Providing your customers with Legendary Customer Service is the smartest way to seriously increase your repeat business ratio and dramatically raise your customer loyalty levels.

Every business or organisation has different needs when it comes to their customer service requirements. One size does not fit all, off the shelf programs rarely have high or lasting impact. Indeed, they can cause angst and disquiet amongst staff as they struggle to understand the relevence of the general concepts to their particular role or department.

Whether it be for inhouse training sessions or conference presentations Graeme's meticulous reseach ensures his training courses or key note presentations are completely customised and tailored.

Graeme Alford

Over the past 20 years Graeme has custom designed hundreds of customer service programs, conference presentations and training programs and is regarded as one of Australia’s foremost authorities on all aspects of Customer Service. Having spent several years with Bob Ansett at Budget Rent a Car his passion for the customer has no bounds. Graeme is the author of the 6 module video series "Legendary Customer Service” and is the writer of the Customer Service Update.

“Graeme has a terrific way of taking the great myth of customer service and turning it into something extremely interesting and exciting.”
                                                              Westpac-Sydney

Conference & Training Topics

1.  "Can Do" people drive up levels of repeat business and customer loyalty. Graeme experienced first hand a powerful "Can Do" culture at Budget Rent a Car in the 1980's and more recently when he wrote an entire program on creating customer loyalty using as a benchmark the World Famous Stew Leonard's Dairy Stores on the east coast of America. Graeme will show your team how to become "Can Do" people

2.  Telephone Techniques The telephone is the most underutilised and abused tool for the delivery of great service. Graeme's 12 steps to being a professional on the telephone is a sure fire winner for any business.

3.  Complaints  95% of companies and organisations do not have a properly constructed complaints handling sytem. A complaint properly handled will provide your customer with solutions to their problems and reinforce their belief you really care for them and value thier business. Complaints should never be seen as a cost to the business They are an investment in your current customer retention strategy and a reinforcement of your positive customer service culture. Graeme will show your team how to handle eaven the most difficult of customer complaints.

4.  Complaint Marketing  is all about turning complaints into a marketing opportunity.Graeme will show your team how to implement Complaint marketing strategies which will see your customers value their relationship with you even more than they did prior to the complaint.

 5.  Measuring Service is absolutely critical. Your service levels should be measured both in terms of processes and outcomes. Your measurements should promote desired staff behaviour and be aligned to your reward and recognition programs to ensure maximum impact. Graeme's vast experience across a multitude of businesses and organisations both in the private and public sector will provide your staff or conference attendees with all the tools they need to properly measure their service levels.

 6.  Reward & Recognition Programs are the most underutilised tool by magament to generate maximum individual and team performance. Again Graeme's vast knowledge and experience gained over the last 25 years provides him with a unique breadth of knowledge which he brings to his consulting and presentations.

7.  Creating Wow! in your business is an absolute must if you want to stand out in the market place. Stew Leonard's www.stewleonards.com just has to be worlds best practice when it comes to Wow! in the work place. Graeme's intimate knowledge of Stew Leonards allows him to provide his audiences with never before seen or heard of strategies and techniques on how to create Wow! in your workplace.

8. Creating your own Customer Philosophy  98% of companies and organisations do not have a written Customer Philosophy. if you are serious about delivering Legendary Customer Service then creating your own Customer Philosophy. Graeme has the knowldge to provide your team with the tools and examples to do this. 

9.  Moving Satisfied Customers to Loyal Fans  Satisfaction does not guarantee repeat business. Indeed, satisfied customers can and will move to another supplier for a better price. Graeme will provide your team with the tools to turn satisfied customers into LOYAL FANS

10. Totally Customised Presentation for your team or conference. Graeme will liaise with you to totally customise his presentation to meet your needs and maximise the results. His vast experience allows him to bring the very latest trends and techniques to your internal meeting or conference..

Graeme was an inaugural member of the executive that set up the Australian Customer Service Association in 1989. Since 1990 Graeme has brought out to Australia almost every expert in the Customer Service area. These Customer Service legends include.

Ron Zemke author of "Service America"
Stew Leonard Jr. owner of the Stew Leonard Dairy Store
Tom Peters author of several books including "In Search of Excellence"
Nancy Austin co-author of "A Passion For Excellence"
Dr Lyn Phillips author of "The Unique Service Chain"
Rollin King original director of South West Airlines
Harvey Mackay author "Swim With The Sharks Without Being Eaten  Alive"
Stephen Covey author of "7 Habits of Highly Effective People"
Ricardo Semler author of "Maverick"
Lee Iacocca former CEO and President of Ford and Chrysler Worldwide