Customer Focused Service
OVERVIEW
Did you know that it costs five times as much to acquire a new customer or client as it does to get business from an existing one? Did you know that a 5% increase in customer or client loyalty can result in a 100% increase in profitability?
Did you know that one angry, unhappy, disappointed customer or client will tell at least nine other people about your poor service? Do you know if your customers or clients are passionate zealots or angry malcontents about your product or services?
Do you want to have a unique competitive marketing advantage over your competitors?
In this module, participants will learn basic techniques, principles and strategies that will result in superior customer service, loyalty and client satisfaction.
THE CURRICULUM
Definition of Superior Customer Service
Definition of Client Loyalty
Basic Principles of Customer Service
Training Components
Obstacles and Barriers
Customer Service Audit
Action Planning
SPECIFIC OUTCOMES
At the conclusion of this presentation, participants will be able to:
Outline the meaning of superior customer service.
Develop and implement a specific customer service program that will result in superior customer service and loyalty.
Explain and use the basic principles of customer service.
Conduct a customer service audit of their respective organization.
Discover what your customers genuinely want from you and what matters most to them.
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