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 expectation, 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 companies service standard, but how? Excellence in customer service pays off dramatically to the bottom line in every industry.
Our customer loyalty process is customized to meet your needs. 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 on which this process is built 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.
Are you ready to talk about how your organization can have sustainability through a loyal customer base?
