To be competitive in today's ever-changing economy, organizations need to produce a distinctive personal and emotional experience for each of their customers. Customers recognize and can accept that every organization is not perfect, mistakes will be made, and conflict can arise. Participants will leave with the knowledge of how to turn these obstacles into opportunities to delight the customer. Participants will learn the key elements of what it takes to create loyal customers by exceeding their expectations. They will also understand the skills and attitudes necessary to help them personally and professionally connect with customers.