Caring for your Customers

Creating Positive Defining Moments

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Wednesday, January 13, 2021
2:00 PM - 3:00 PM (EST)
via zoom

Event Details

A defining moment is any point in time when a customer judges the service you provide—and by extension, judges the organization as a whole. When you greet a customer, it’s a defining moment. When you ask a question, answer a question, offer options, try to solve a problem, or recover from a service breakdown—all can be defining moments. Depending on how you handle each defining moment, the customer has a positive or a negative experience. In short, your actions in each defining moment can either strengthen or weaken customer loyalty. When you strive to create positive defining moments—or “PDMs” – you help build loyalty 

Presented by Debbie Durso and Michael Hanlon 

Sponsored by Carpet and Wood Floor Liquidators

Note: Qualifies for 1 CEC

For More Information:

Candy McVey
Candy McVey
Executive Director Delaware Apartment Association (302)440-3485

Sponosored by:

Education Sponsor