Customers Forever: Delivering Exceptional Customer Service
According to the American Express
Global Customer Service Barometer Survey July 2010 conducted in 11
countries globally;
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Customers Will Spend from 7 to 11% More With Companies That
Provide Excellent Service,
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But Two-Thirds Feel Companies
Aren’t Doing Enough to Earn Their Business and
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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:
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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:
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Understand why service and
retention is a critical business strategy
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Understand the role service
plays in client satisfaction and retention and the critical role
employees play in creating value and building loyalty
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Determine what clients want and
expect when it comes to the service you provide
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Identify pro-active strategies
for getting and using customer feedback
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Develop strategies
for exceeding customer expectations
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Develop
pro-active recovery strategies to regain the customer’s confidence and
business
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Strengthen internal service partnerships
and processes
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Develop an Action Plan for
implementation after the program
Topics include:
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What
is Service?
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Retention and Service
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Why Retention
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What Are Your Customers Worth?
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Moments of Truth…and Coffee Stains
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Creating Customer Value
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Creating a Legend
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What
Customers' Want
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The Power of Customer Perception
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Understanding Customer Expectations
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Recovery and Retention
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Personal Recovery and Retention
Strategies
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Service Partnerships-Internal
Cooperation
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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
Return to Course
listing
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