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How To Be A Customer Service Superstar
January 22, 2026
10:00 AM PST | 01:00 PM EST
60 Minutes
39384
Group Attendees: Any number of participants
Recorded Version: Unlimited viewing for 6 months ( Access information will be emailed 24 hours after the completion of live webinar)
Research from the University of Texas shows a hard truth: satisfaction doesn’t guarantee loyalty-love does. Iconic brands like Disney, USAA, Nordstrom, and Wegmans have long known that the secret to repeat business and referrals is crafting experiences customers truly love.
Join Larry Johnson for a practical, high-energy webinar that shows you exactly how to earn genuine customer loyalty-step by step-so your team can create “wow” moments, handle tough situations with grace, and turn everyday interactions into lasting relationships.Why should you Attend:
- Build strong first impressions that set the tone for loyalty and trust
- Respond faster and smarter to boost perception and reduce frustration
- Manage expectations so you delight customers without overpromising
- Use bonding behaviors that create emotional connection and goodwill
- Transform complaints into advocacy opportunities
- Calm escalations and resolve conflicts with confidence
- Avoid the common "loyalty killers" that drive customers away
- Protect your team’s energy while delivering outstanding service
Areas Covered in the Session:
- Word-of-Mouth Mastery: The "5/11 Squared Formula" and how to activate it
- First-Contact Excellence: Crafting positive perceptions from the very first touchpoint
- Speed Matters: The power of timely, proactive responses
- Expectation Management: How to set clear expectations so you don’t disappoint
- Bonding Behaviors: Five simple moves that put customers on your side
- The Lagniappe Principle: Adding "a little something extra" that keeps customers loyal
- Smart Problem-Solving: Five critical questions that empower staff to resolve complaints
- Turnarounds: Turning complaints into opportunities to shine
- The Dirty Dozen: Twelve "no-no's" guaranteed to drive customers away
- De-escalation Skills: Handling anger in a win-win way
- Composure Under Fire: Staying cool when customers are rude or unfair
- The Human Dividend: Why delivering great service is good for your heart and soul
Who Will Benefit:
- Anyone who works with other People
Larry Johnson , CSP is the co-author of two top-selling books: Absolute Honesty: Building A Corporate Culture That Values Straight Talk And Rewards Integrity and Generations Inc. – From Boomers To Linksters – Managing The Friction Between Generations At Work. He’s also written for Huffington Post and has been quoted in the Wall Street Journal and the Harvard Business Review. He has been interviewed on CNN. Larry has written more than 200 published articles on the topic of improving organizational culture.
An in-demand speaker and organization culture expert, Larry has delivered more than 2000 paid presentations for association conferences, corporations, and government organizations including Texas Apartment Association, American Bus Association, SHRM (Society of Human Resource Management), National Apartment Association, American Health Care Association, Harley-Davidson, Southwest Airlines, Westinghouse and the Nuclear Regulatory Commission.
He’s also presented more than 300 webinars for his own clients and for various webinar companies.
Larry’s Education & Designation
• M.A. Counseling Psychology - Northern Arizona University, Flagstaff AZ
• B.A. Education - Arizona State University, Tempe AZ
• CSP - Certified Speaking Professional from the National Speakers Association
Larry’s Experience
• 4 years in health care management
• 7 years as training manager in government and the private sector
• 35 years as president of his own training and consulting firm
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