The mastery of customer service can mean the difference between success and failure. The corporate trend of raising 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 the tactic. Unfortunately in many companies, the customer has become a low priority. When people are not treated according to their expectations they will take their business elsewhere. What’s more, they relay their bad 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.
As with all of our results-oriented processes, the facilitation is customized to meet the specific customer service issues within your organization. Based on our years of experience working in this arena, we have found that the specifics related to each company and industry will be unique. However, there are some fundamental issues that this process is built upon that will grow, improve, and enhance the satisfaction of your customers and can help your organization grow and become more profitable.
The Process
By thoroughly understanding the organization’s values and philosophy regarding customer service, the participants will be able to properly identify what customers want, and how their individual interaction with every customer contributes to the creation of customer loyalty and overall success.
Critical Issues Covered Within This Process
v How Customers Define Service
v Your Role in Your Company’s Success
v Effective Communications
v Cultivating Empathy
v Handling Complaints
v Estimating Quality of Service
v Understanding Human Behavior
v Customer Bill of Rights
v The Art of Listening
v Improving Telephone Skills
v Mastering Difficult Situations
v Excellence in Service
Results & Outcomes Include
v Customer Loyalty
v Customer Retention
v New Customer Growth
v Satisfied Customers
v Customer Complaints Decreased
v Increased Sales
v Satisfied Employees
v Improved Profitability
v Increased Share of Market
