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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 expectation, 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.
Assessment
Through the introduction of this customer service process each individual will assess their personal communication styles, attitudes, human relation skills, goal setting techniques, and develop a plan of action that will aid in their individual success.
Beyond Customer Service
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.
Communications
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.
The Competitive Advantage
Continuing to focus and develop the processes necessary to enhance customers’ interaction will lead to better customer relationship, customer longevity, and customer loyalty. Happy customers lead to more customers which lead to a financially healthy and profitable company.
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Issues Covered Within this Process. • How Customers Define Service • Your Role in Your Company’s Success • Effective Communications • Cultivating Empathy • Handling Complaints • Estimating 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 |
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