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Training Programs
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Providing Extraordinary
Customer Service
Most organizations are finding
that it is getting tougher to compete in today's market. One dramatic change
that is responsible for this increase in competition is that customers are
raising their demands on the level of service they consider acceptable. A level
of service that was acceptable to many customers even three years ago, today may
create an unhappy customer. Everyone in the organization needs to be focused on
both their internal and external customers.
A typical company hears from only 4 percent of its dissatisfied customers. The
other 96 percent just quietly go away and 91 percent will never come back. That
represents a serious financial loss for the companies, owners, managers and
customer contact personnel who do not know how to treat customers, and a
tremendous gain to those who do.
Organizations as diverse as financial institutions, school districts, theme
parks, and professional sports teams are looking to increase customer
satisfaction. Because customer service is today's most important business
factor, this training session is for anyone who has or is responsible for
internal or external customer contact.
Key Topics:
- The benefits of giving great
customer service — PROFITABILITY
- How successful companies provide
great customer service
- How to use customer service as a
competitive weapon
- What's the real value of one
customer?
- How to design an effective
customer service strategy
- The role leadership plays in
customer service and training our employees
- How to keep score, designing a
form of measurement
- How to determine your customer's
critical "Moments of Truth" and create a positive experience for each moment
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