Welcome to the Mitman Group LLC

Customer Service and the Bottom Line

Many companies make a fundamental error. They spend great financial and human resources to attract new customers while investing little to retain those same customers. Studies show that it is far more cost-effective to keep clients than to find new ones.

Good customer service is the lifeblood of any business. The most common reason customers take their business elsewhere is mistreatment by a company’s employees. Many leave quietly, later telling others not to do business with the company.

At every point of contact with the customer, your employees become the face of the company. Your goal is to build customer loyalty and increase repeat business.

This presentation provides techniques employees need to continuously deliver extraordinary service. This will translate into higher profits through the increased satisfaction and retention of your hard-won customers.

Attendees will:

Appreciate the financial impact of service
Better determine customer expectations
Demonstrate the elements of excellent customer service
Communicate with customers more effectively and efficiently
Identify phrases that make customers happy and those that drive them away
Use a recovery system that turns dissatisfied customers into repeat customers
Better handle the stresses of the job

Length: From 30 minutes to 3 hours, based on client needs.

Format: Keynote or workshops