|
| Customer Service Training --
Kansas City |
The mastery of customer service can mean the difference be3ween
success and failure. The corporate trend of rating customer service is a
business necessity. Customers are more willing to forgive a product failure than
a service failure by a ratio of 5 to 1. if customer retention is important, then
improving customer service must be tactic. Unfortunately in many companies, the
customer has become a low priority. When people are not treated according to
their expectation, they will take their business elsewhere.
What's more, they relay their last experience to ten or more
other people.
The question then becomes not whether to improve your company's
service standard, but how. Excellence in customer service pays off dramatically
to the bottom line in every industry.
What a lot of employees, and sometimes further up the food
chain, don't realize is that when a customer EXPECTS certain things, the best
you can do is "meet expectations" and that means that you are "acceptable" when
you meet expectations.
The only opportunity to achieve an even higher grade than just
being OK with a customer means that you must find what truly "delights" a
customer.
Our program is focused on helping you and your team first meet
all expectations, and some of those may even surprise you. But, then all you
have done is reached "customer satisfaction." Now, we'll help you develop tools
and skills that constantly "delight" customers. That's where you keep
customers for life, and you also get customers who'll bring you referrals, and
will spend lots of money with you without even batting an eye.
Through the introduction of the customer service process each individual will
assess their personal communication styles, attitudes, human relations skills,
goal setting techniques, and develop a plan of action that will aid in their
individual success and your corporate success.
By thoroughly understanding the
organization's values and philosophy, and your customer's values, the students
will be able to properly identify what customers want, and how their individual
interaction with every customer contributes to or destroys customer loyalty and
overall corporate success.
Effective communication techniques are critical
to customer satisfaction. developing effective methods for handling complaints,
and mastering difficult situations will allow your employees to make a positive
impact during that very important "moment of truth." This process will
specifically deal with listening skills in order to enhance the ability to go
that extra mile for your customer every time.
Click here to e-mail us for more information on the Leadership Program
Return to Training Page |
| The Competitive Advantage |
Continuing to focus and develop the processes necessary to enhance customers'
interaction will lead to better customer relationships, customer longevity, and
customer loyalty. In fact, we'll show you measurements to put you in control and
know by how much.
Happy customers lead to more customers which lead to a financially healthy
and profitable company.
"The mastery of
customer service can mean the difference between a company's success and
failure."
| Issues Covered in Customer Service
Training Process |
- How Customers Define Service
- Your Role in Your Company's Success
- Effective communications
- Cultivating Empathy
- handling Complaints
- Estimated Quality of Service
- Understanding Human Behavior
- Customer Bill of Rights
- The Art of Listening
- Improving Telephone Skills
- Mastering Difficult Situations
- Excellence in Service
| The Results Are Measurable |
- Customer Loyalty
- Customer Retention
- New Customer Growth
- Satisfied Customers
- Customer complaints Decreased
- Increased Sales
- Satisfied Employees
- Improved Profitability
- Increased Share of Market
|
