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

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! Arlen Lara

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

4. The Three Rs Framework Rapport Reassure Relate Arlen Lara

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

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

7. Visualize the Goal Arlen Lara