Customers Forever: Delivering Exceptional Customer Service
You Need Customer Focus and Customers Forever !
Whether your goal is to sharpen customer focus, improve customer retention, create value and build customer loyalty or enhance the delivery of service to your customers, this program is for you. 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 are serious about making 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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© The Training Bank 2007