One of the most important skills you can develop is the ability to understand and effectively respond to the customer’s needs and concerns.
Up to 70% of customers hit the road, not because of price or product quality issues, but because they did not like the human side of doing business with the provider of the product or service. Other research tells us that 45% of these customers said they switched to another company because the attention they did receive was poor in quality.
Winning customers and keeping them happy is difficult. That means everyone needs to be engaged in building the organization's brand, and it needs to happen with every customer, every time. Ultimately, the way customers are treated will make or break an organization.
In this session, you'll learn:
How the culture and values of your organization drive excellent customer service
How to identify and hire service-oriented staff
A set of specific tools and processes that will help you build great service into your company culture
The concepts of great service recovery
Powerpoint and Toolkit
Part 1
Part 2
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