Customer Service Training that gets results

Customers Forever: Delivering Exceptional Customer Service

According to the American Express Global Customer Service Barometer Survey July 2010 conducted in 11 countries globally;

Customers Will Spend from 7 to 11% More With Companies That Provide Excellent Service,

But Two-Thirds Feel Companies Aren’t Doing Enough to Earn Their Business and

Service Is Even More Important in Tough Economic Times

Customers believe that the three most influential factors when deciding which companies they do business with include personal experience (98%), a company’s reputation or brand (92%), and recommendations from friends and family (88%).

"I highly recommend this program." D. C. HSG (winner of the 2008 International Service Excellence Award)

Customers Forever will help your employees to sharpen customer focus, improve customer retention, create value and build customer loyalty or enhance the delivery of service to your customers. This one or two-day program is designed specifically for all front-line and support employees. It presents a framework for creating or enhancing customer focus and improving service at the point of contact with the customer. This framework provides participants with strategies and skills that will help them make the most of their day-to-day interactions with people who receive their work-product, products and services.

Our Program provides:

Proven Tips, Tools and Tactics To Increase Customer Focus, Customer Satisfaction, Loyalty And Retention

If you want to make Customer Focus and Service Quality a competitive advantage in your organization, this program is a must. Whether you would like to use this generic program or have us customize it to reflect your specific requirements, we can help.

To obtain a printable copy of this overview, click here.

Upon completion of this program participants will:

Understand why service and retention is a critical business strategy

Understand the role service plays in client satisfaction and retention and the critical role employees play in creating value and building loyalty

Determine what clients want and expect when it comes to the service you provide

Identify pro-active strategies for getting and using customer feedback

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

Develop an Action Plan for implementation after the program

Topics include:

What is Service?

Retention and Service

Why Retention

What Are Your Customers Worth?

Moments of Truth…and Coffee Stains

Creating Customer Value

Creating a Legend

What Customers' Want

The Power of Customer Perception

Understanding Customer Expectations

Recovery and Retention

Personal Recovery and Retention Strategies

Service Partnerships-Internal Cooperation

What is Your Contribution?

As part of this program, participants complete a Personal Action Plan for how they will take what they learn and apply it on-the-job. This highly interactive program can be conducted in both 1-day and 2-day formats and includes an effective balance of lecture, individual and group activities and exercises.

This program can also be blended with our web-based training system to enhance your service delivery capabilities even further or to help you maximize your training budgets.

Train-the-trainer certification is also available

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That's Customer Focus!

This amazing 200 page book explains in great detail what customer focus is and everything you need to know and do in order to create a truly Customer-Focused Organization. Whether to manage a large company, small enterprise or department, this e-book will make a difference. Click on the link below to find out more about this unique book. Available in paperback and e-book formats.

Recently ranked #30 in Amazon's Business Book Section!

Click here