1. Establishing Customer Trust Fit all the pieces to the puzzle

2. Satisfaction v. Loyalty Customers seek different types of rewards Relationship with company prospers on an informal, more personal level Customers will still switch – be prepared! Customers seek different types of rewards Relationship with company prospers on an informal, more personal level Customers will still switch – be prepared!

3. Customer Trust Ensure that customers feel their interests are placed first Make sure customer feels comfortable and at ease Ensure that customers feel their interests are placed first Make sure customer feels comfortable and at ease

4. The Three Rs Framework Rapport Reassure Relate Rapport Reassure Relate

5. Broad Framework Provide an interpersonal encounter at every level Online - superior Web functionality Phone Vendor Provide an interpersonal encounter at every level Online - superior Web functionality Phone Vendor

6. Discover What’s Missing Prioritize the complaint process Customer Service Work as a team Prioritize the complaint process Customer Service Work as a team

7. Visualize the Goal