Customer Service Series
“The mastery of customer service can mean the difference between success and failure.”
Customer Service Series – Gaining the Competitive Advantage
Satisfied customers are those who find the experience satisfactory. Loyal customers are those who are so satisfied they recommend the experience to others and bring their friends. Continuing to focus and develop the processes necessary to enhance customer interactions will lead to better customer relationships, customer longevity, and customer loyalty. Happy customers lead to more customers which lead to a financially healthy and profitable company.
Issues Covered in the Customer Service Process
• How Customers Define Service
• Your Role in Your Company’s Success
• Effective Communications
• Understanding Human Behavior
• Customer Bill of Rights
• The Art of Listening
• Improving Telephone Skills
• Mastering Difficult Situations
• Excellence in Service
• Customer Loyalty
• New Customer Growth
• Satisfied Customers
• Decreased Customer Complaints
• Increased Sales
• Satisfied Employees
• Improved Profitability
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 Results are Measurable
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 experiences to 10 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 outcome-driven 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.
For more Information, complete the form below and one of our Directors will contact you.
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