Driving IR - Customer Loyalty

Customer Loyalty

The mastery of customer service can mean the difference between your business' success and failure. The corporate trend of increasing levels of 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 relating to each company and industry will be unique. However, there are some fundamental issues in this process 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 the Customer Service Mastery process, each individual will assess their personal communication styles, attitudes, human relation skills and goal setting techniques. From this, they will 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 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 of 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 process 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.

The Results are Measurable:

· Customer Loyalty
· Customer Retention
· New Customer Growth
· Satisfied Customers
· Decreased Customer Complaints
· Increased Sales
· Satisfied Employees
· Improved Profitability
· Increased Share of Market

Customer Service Mastery Process Syllabus

Length: 6 weeks, 2 hours/week

Week 1: Kickoff or Pre-Workshop Evaluation

Week 2: Beyond Customer Service
-What Does a Customer Really Want?
-What Does Customer Service Really Mean
-Your Role in the Company’s Success
-Understanding Human Behavior
-Feeling Good About Yourself

Week 3: The Power of Goal Setting
-Why Set Goals?
-The Benefits
-Be Persistent
-The Art of Satisfying Customers
-Be a Team Player
-Cultivating Customer Loyalty

Week 4: Communications
-Be an Effective Communicator
-The Art of Listening
-Going the Extra Mile
-Improving Your Telephone Skills
-Handling Complaints and Mastering Difficult Situations

Week 5: Customer Service – The Competitive Advantage
-Developing a Positive Self-Image
-Developing a Positive Company Image
-Estimating Your Quality of Service
-Becoming an Excellent Service Provider
-Customer Service is for Everyone

Week 6: Review Goals and Action Plan
-Post-Workshop Evaluation
-Program critique

To schedule a complimentary mutual evaluation or for further information, contact us at info@drivingimprovedresults.com or call (212) 923-5820.