LEADER’S GUIDE Overview This session focuses on helping employees understand that it is no longer enough to just meet or satisfy the business needs of the customer. In order to differentiate yourself and your company, look for opportunities to exceed customer expectations. Use the information below to enhance class discussion.   Review class guidance below.   Roles Manager – Help employees understand the importance of exceeding customers’ expectations from the standpoint of both the customer and Company. Employee – Realize that every interaction offers an opportunity to exceed customer expectations. Provide each customer with an “intentional experience” created around the [...]