Customer Service and Customer Loyalty

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.

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.

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? Click Here to find out how.


“When I started my company I thought that the world would beat a path to my door because of my technical skills.  I figured that once I got in front of someone it would be apparent that I’m a genius and they would hire me right away.  It didn’t work out that way and it didn’t take long to realize that I would need to learn to be a sales person.  I engaged Grant and we worked together for several months and I have to say that he really helped.  Before I worked with Grant I read books and attended seminars that all focused on specific sales techniques – what to do or say during a sales call and during the sales process.  All of them treat the sales call as the end all and be all – get the sale, hand it off, and get out.  This doesn’t help me since once I get a client I need to build the relationship and work with that person on a day-to-day basis.  With Grant’s approach I understand the sales process much better, I’m more goals oriented, I know how to measure my sales activity, and – most importantly – I feel more comfortable in my role as a sales person.  My approach to sales is now more aligned with the way I want to run my business and with my values as a person.

The study materials I received from Grant are very good. They require reading, listening, and writing so the information is reinforced.  Grant does not rely on the study materials, however.  Our weekly meetings were open to whatever I wished to discuss and I feel that Grant’s advice was very insightful.

Even though we haven’t worked together in a few months I still use the study materials and Grant still reaches out to me.” June 30, 2011

Antonio Ciampa, hired Grant as a Business Consultant in 2009, and hired Grant more than once


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