Customer Service and the Bottom Line

Overview: Many companies make a fundamental error: they consume enormous financial and human resources to attract new customers/clients and then invest little in the enterprise of retaining those same customers. Studies show that it is far more cost effective to keep clients than to find new ones. This is a bottom line issue.

Good customer service is the lifeblood of any business. 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. 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 you.

This seminar provides you with the skills and techniques you need to continuously deliver extraordinary service. This will translate into increased profits through the retention of your hard-won customers .

Audience: This seminar is designed for anyone who has contact with your customers/clients by telephone or in person.

Objectives: Participants will be able to:

• Appreciate the financial impact of service.
• Better determine customer expectations.
• Demonstrate the elements of excellent customer service.
• Communicate with customers in a more effective and efficient manner.
• Identify phrases that make your customers happy and ones that drive them away.
• Use a recovery system that turns angry customers into repeat customers.
• Better handle the stresses of their jobs.

Outcomes:

• Increased customer loyalty with service that exceeds customer expectations and distinguishes you from your competitors.
• The retention of unhappy customers as they receive satisfaction and become your biggest allies, your extended sales force.
• New customers as a result of enthusiastic word-of-mouth advertising.
• Reduction in employee turnover due to front line stress.

Format:

• Flexible timing – can range from 2-6 hours of instruction
• Classroom setting: lecture, discussion, exercise
• Informal, interactive approach
• Extensive handouts