"My Pleasure" is not a cookie-cutter approach or one-size-fits-all, but helps a business create their own standards for service. Participants will discover the tools to design their own "signature service." It is imperative that managers or decision makers of an organization attend this session because any significant change must begin at the top. Objectives: * Define a highly satisfied customer of your business; *Create a clear picture of excellent service for your own business; *Develop the process for making the picture a reality; *Connect the departments within the business; *Deal effectively with irate customers; *Follow-up and follow-through.