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This is a "from
the trenches," no-holds barred session on customer service that
is designed to propel change. This session will start with solid
ideas about creating a Radical LoyaltyTM and end with
powerful stories and case-studies that drive attendees to
action.
Organizations
that create a Radical ExperienceTM are prospering.
This session will use great stories, fun exercises, take-home
lists and action items to paint a simple and clear picture of
what to do.
Outline:
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The key
elements of successful customer service.
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Cultivating a front-line atmosphere that
embraces the customer.
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The five keys to the customer coming back.
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How to give them more without increasing
cost.
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Creating an EXPERIENCE.
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How to
create an atmosphere where service is natural.
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What
really brings them back.
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What's
personality got to do with it?
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How to
make it fun.
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Inspiring with a “service orientation.”
See the customer as a relationship rather
than a transaction.
Keeping technology and cost-cutting from
distancing the customer.
Turning the problem into a reason to return. -
Discover the truth of how the customer perceives you.
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How the customer wants to be treated.
Purpose:
Customers
are far more likely to return if the "experience" is positive
and genuine.
Organizations that create an atmosphere of genuine customer
appreciation are prospering.
In addition,
employees are far more likely to be productive in this kind of
atmosphere. This session will give you take-away ideas that
will move you to the next level in service.
At the same
time, you will leave with ideas that spur employees to be more
productive because they are having more fun. The great news
about building a services-oriented team is that it costs very
little and has a major impact on the bottom-line.
This session will use great stories, fun exercises, take-home
lists and action items to paint a simple and clear picture of
what must be done to have that customer not only come back but
look forward to it.
When organizations need this topic:
If you feel the pinch of competition.
If your people are tired.
If you are growing volume.
When your people are great technically,
but weak relationally.
During a time of cut-backs and cost-savings.
When moving from a transaction-based
mentality to a relationship orientation.
When you want to create a
customer-centered EXPERIENCE.
Time Frames:
Keynote 45 to 90-minutes
Workshop 1.5 to 3 hours
Seminar 3 to 6 hours
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