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Why deliver exceptional service...

  • ● Customers are willing to pay from 9% to 22% more for exceptional service
  • ● 60% say they would try a new brand if they could get better service
  • ● 8 out of 10 customers report they no longer deal with a provider due to poor service
  • ● It costs 5 to 8 times more to get new customers than it does to keep the ones you have
Source: Amex Global Service Barometer 2010 and 2011

Call us at (519) 284-8080

Delivering Exceptional Service Training

Customers Forever: Delivering Exceptional Service © is a proven, customizable and comprehensive customer service training solution. Watch the following three minute video to learn how you can benefit from this exceptional training program.

For details regarding our Online Version of this program, click here.

In today’s incredibly competitive marketplace, consistently delivering exceptional customer service is the most proven and reliable way to grow your business.

Customers Forever: Delivering Exceptional Customer Service is a customizable, onsite, two-day training program which will help you to accomplish this. It is perfect for all your employees whether they service customers directly or act in a support or back-office role.

Attending this program will enable your employees to:

  • – consistently deliver a better and more effective customer service experience
  • – provide your employees with the mind-set, knowledge and skills they need to help you to build the kind of customer-focused culture that will give you a sustainable competitive advantage
  • – create memorable service experiences that will keep your customers coming back for more
  • – continually look for ways to add customer value
  • – make it easier for customers to do business with you and in so doing improve operational efficiencies and your bottom line
  • – build strong internal service partnerships which mobilize all your employees in working together to maximize the quality of your customers’ experiences with your organization
  • – know what they must do to turn customer problems and complaints into opportunities to impress your customers and increase customer loyalty.

Through our customer service training, we provide you with the framework to:
– retain customers,
– build market share and loyalty based revenue,
– strengthen internal cooperation and teamwork,
– reduce the cost of poor service and
– improve employee engagement and performance.

Our on-site approach supported by full customization capabilities, online and blended alternatives and full train-the-trainer support ensures we deliver a training solution which reflects:
– your specific needs, objectives and financial considerations,
– the culture you want,
– the knowledge and skills your employees need and
– the performance your customers will value.

This program can also be customized to include the communication skills contained in our Customer-Focused Communication program.

If you want to take advantage of the cost savings associated with online training, we offer an online version of this training program. It is called Maximizing the Customer Experience. This is a certificate level certification program. This program is available for individual and group purchases. Click here for more details.

Effective Jan 1, 2017, we now offer, as an option, the same certification of Certified Customer Experience Professional (CCEP), that we have been providing for the past 4 years on our online version of this program. Click here for details about this certification or contact us.

In our experience, Customer Focus and service excellence is a leadership issue. If you want to maximize your ROI on this training investment we highly recommend that you have your leaders attend our Customer-Focused Leadership workshop. For more details click here.

If you wanted to focus your training efforts on your frontline employees only, check out our Customer Focus For the Frontline program. Click here for details.

One last important consideration. If the topics and learning objectives listed below are not exactly what you were looking for… NO WORRIES!  We can customize this program or custom design a unique service training program to reflect your specific goals and objectives.

Learning Objectives:

Upon completion of this program, participants will:

  • Understand why service and retention is a critical business strategy
  • Understand the role service plays in customer satisfaction and retention and the critical role employees play in creating value and building loyalty
  • Determine what customers’ want and expect when it comes to the service they receive
  • Identify pro-active strategies for getting customer feedback
  • Evaluate processes and procedures and look for ways to make these more customer friendly
  • Develop strategies for exceeding customer expectations
  • Develop pro-active recovery strategies to regain the customer’s confidence and business
  • Strengthen internal service partnerships and processes
Topics Covered:

Topics in this program include:

  • 1. What is Service?
  • 2. Creating a competitive advantage
  • 3. What Are Your Customers Worth?
  • 4. Moments of Truth…and Coffee Stains
  • 5. Creating Value for Customers
  • 6. Creating a Legend
  • 7. What Customers' Want
  • 8. Moments of Truth and the Cycle of Service
  • 9. The Power of Customer Perception
  • 10. Understanding Customer Expectations
  • 11. Retention, Pro-active Recovery and Loyalty
  • 12. Personal Recovery and Retention Strategies
  • 13. Service Partnerships-Internal Cooperation
  • 14. Your Role in Continuous Improvement
  • 15. Your Personal Action Plan

In Summary:

Participants will master the use of proven tools, tactics and strategies in order to Build Customer Loyalty through excellence in customer service throughout your entire organization.

✓Highly interactive on-site workshop
✓Can be fully customized
✓Targets all employees
✓2 day on-site format
✓Suggested class size: 12 to 15 participants
✓Detailed 80 page participant workbook
✓Supported with optional online assessments
✓Personal Action Plan included
✓Train-the-Trainer available

Click here to request a course description

Click here to request a price estimate