Providing Extraordinary Customer Service
Most organizations are finding that it is getting tougher to compete in today’s market. One dramatic change that is responsible for this increase in competition is that customers are raising their demands on the level of service they consider acceptable. A level of service that was acceptable to many customers even three years ago, today may create an unhappy customer. Everyone in the organization needs to be focused on both their internal and external customers.
A typical company hears from only 4 percent of its dissatisfied customers. The other 96 percent just quietly go away and 91 percent will never come back. That represents a serious financial loss for the companies, owners, managers and customer contact personnel who do not know how to treat customers, and a tremendous gain to those who do.
Organizations as diverse as financial institutions, school districts, theme parks, and professional sports teams are looking to increase customer satisfaction. Because customer service is today’s most important business factor, this training session is for anyone who has or is responsible for internal or external customer contact.
KEY TOPICS:
- The benefits of giving great customer service = PROFITABILITY
- How successful companies provide great customer service
- How to use customer service as a competitive weapon
- What’s the real value of one customer?
- How to design an effective customer service strategy
- The role leadership plays in customer service and training our employees
- How to keep score, designing a form of measurement
- How to determine your customer’s critical “Moments of Truth” and create a positive experience for each moment
For more information on Providing Extraordinary Customer Service, please call Peter Barron Stark Companies at 858.451.3601, or email us at info@peterstark.com.