Many firms 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
clients are raising their demands on the level of service they consider
acceptable. A level of service that was acceptable to many clients even three
years ago, today may create an unhappy client. Everyone in the organization
needs to be focused on both their internal and external clients.
A typical firm hears from only 4 percent of its dissatisfied clients. The other
96 percent just quietly go away and 91 percent will never come back. That
represents a serious financial loss for the firms, partners, managers and client
contact personnel who do not know how to treat clients, and a tremendous gain to
those who do.
In This Seminar
You Will Learn:
The benefits of giving great client service — PROFITABILITY
How successful firms provide great client service
How to use client service as a competitive weapon
How you can turn an angry and complaining client into a satisfied one
How to design an effective client service strategy
The role leadership plays in client service and training our employees
How to determine your Client's critical "Moments of Truth" and create a
positive experience for each moment
