This process develops customer service excellence by creating a customer-focused and driven
organization. Customer service and human relations skills are
developed, goal setting, and self-leadership are key components of this
process. |
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CUSTOMER SERVICE
Customer service can often mean the difference between company success and failure.
Customers are more willing to forgive a product failure than a service
failure by a ratio of 5 to 1. Customer retention should be a high
priority in your company and continuously improving customer service
should always be part of your organizational strategy. When customers
are not treated according to their expectations, they take their
business elsewhere. What’s more, dissatisfied customers relay their bad
experience to an average of ten other customers or potential customers.
Excellence in customer service pays off dramatically to the bottom line in every business.
THE PROCESS
This process is designed to help individuals improve customer service
understanding and skills. As with all of the Leadership Development
processes, they develop a goals-driven and results-
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oriented mindset.
They learn to develop individual and customer service goals that
help support the company’s overall customer service strategy. As a result of
this process, they not only develop essential skills, but also better
understand why and how they are essential to improving customer
service.
5 weekly sessions
1 individual follow-up session
KEY AREAS
- Defining Customer Service
- Role in Company’s Success
- Effective Communication
- Customer Empathy
- Handling Complaints
- Defining Quality Service
- Understanding Human Behavior
- Art of Listening
- Improving Telephone Skills
- Mastering Difficult Situations
- Excellence in Service
- Goal Setting
BENEFITS
- Improved Customer Loyalty
- Improved Customer Retention
- New Customer Growth
- Satisfied Customers
- Decreased Customer Complaints
- Increased Sales
- Improved Employee Morale
- Improved individual Performance
- Increased Profitability
- Enhanced Leadership Ability
- Goals-Driven and Results-Oriented Customer Service Team
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