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How to Delight Your Customers and Keep Them for
Life
As consumers, we all know the
value of superior customer service. There is an unmistakable aura about
an organization that is truly "customer conscious." You sense it the minute
you walk in the store, hear a voice on the other end of the telephone
or sign in at the reception desk. Customers are the foundation of your
company's success, which is why customer loyalty is so important. Outstanding
customer service is the best way to create happy, loyal, long-term customers.
But unless every member of your organization is a qualified customer
service representative, the chain fails at its weakest link. Companies
like Nordstrom, L.L. Bean and Lands' End have built their reputation
(and success) on "extra mile" customer service. Helping companies in
their quest for organization-wide commitment to exceptional customer
service is the goal of this program.
It's training that demonstrates the tremendous potential of customer
service in solidifying your market share, building your business and
setting your organization apart from the pack.
Who
will benefit most?
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Customer service
representatives and their managers |
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Managers and
supervisors in general |
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Team and project
leaders |
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Fulfillment
personnel |
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Telesales and
customer relations staffers |
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Anyone
who directly or indirectly influences the way customers perceive
your organization |
How we
present this material:
An on-site setting provides the
perfect environment for learning how to create world-class customer
service. Instructor-led discussions, group exercises and hands-on practice
will help drive home key customer service skills. Plus, participants will
get their questions answered on the spot, receive "real time" coaching,
and benefit from the synergy of learning with co-workers.
Key
learning points:
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How to build
lasting customer relations |
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A 6-step process
that ensures people attend to customers in a consistent and predictable
manner |
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Lessons you
can learn from your competitors (Be honest. Whom would you rather
do business with-yourself or them?) |
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Valuable information
front-liners should gather from every customer |
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The staggering
cost of replacing a single customer |
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"Seamless
service": what it is, how to achieve it, and the favorable impression
it leaves on the customer |
As a
result of this training:
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Customer service
will no longer be a department, but an organization-wide attitude
as everyone becomes a customer service representative. |
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Your people
will provide the kind of memorable, superior service that results
in satisfied, long-term customers. |
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Improved customer
service will pay off in new customers, more repeat business, increased
sales and higher profits for your company. |
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The "Golden
Rule" mind-set becomes part of your organization's standards. |
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Systems that
monitor customer service effectiveness will be in place, as well
as a 10-step outline for continual improvement. |
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Everyone
in your organization will gain short- and long-term customer service
goals to shoot for. |
Program Agenda
How the D · E · L · I · G · H · T formula can
help you launch-and promote-a successful customer service initiative...
Deliver more than your customer expects
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What customers
value most in a commercial relationship (it's not always what you
think) |
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How to ensure
your people attend to customers in a consistent and predictable
manner (erratic service is as much of a turn-off as poor service)
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Taking
a service "inventory"-where are you thin, what are you not doing
that you should be? |
Empower your staff
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How to give
your customer service repre-sentatives the authority to satisfy
customers on the spot-and feel confident they'll make good decisions
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Caution: Empowerment
without training can be dangerous to everyone. Ways to school your
people to be responsive and flexible-without giving away the store
Listen to your customer |
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Using surveys,
focus groups and interviews to keep abreast of the changing needs
of your customers |
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The
delicate art of collecting customer information: how to coach your
staff to gain insights without alienating your customers |
Invest in your staff and
yourself
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How to create
a corporate climate that nurtures and rewards superior customer
service |
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Ways to make
customer service a key part of your corporate mission and vision
statement |
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Developing
a reward process that acknowledges even the smallest customer service
successes (and fuels the flame for bigger victories!) |
Give yourself and your staff
a challenge
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How to size
up your current customer service level and involve your people |
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The importance
of developing "performance agreements" with your staff-what to include,
what to leave out, how to follow up on them |
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How
to set "stretch goals" that encourage CSRs to exceed their own personal
expectations |
Honor everyone
you meet
You'll explore the traits of the "always in
control" customer service representative. Among them:
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Composure-how
you get it and keep it |
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Empathy-ways
to quickly put yourself in someone else's position |
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Open-mindedness-how
to free yourself from the biases and preconceptions that will
get you off on the wrong foot |
Transform yourself and your
organization
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How to accurately
assess your current service effectiveness-and set up a system to
monitor any changes you make |
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A 10-step continuous
improvement process |
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Tips that can
help your CSR staff avoid burnout |
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Ways to revisit
your customers' expectations to ensure you're giving them what they
truly want |
 Back
to the "Corporate Seminar" Index
Contact
us and bring this Seminar to your organization
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