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“What does it take to build a loyal and strong customer base?” Workshop Duration: Half day Target Audience: Managers The Problem
We would like to think that great service and great products translate into a loyal and strong customer base. Unfortunately, this is often not true, for reasons that are much more emotional than they are rational. Exceptional customer service has a lot more to do with what your customer’s think you are doing than what you are actually doing. Providing exceptional customer service has a lot to do with understanding the key emotional concerns that customers have – and how to best address them. What Questions Will Participants Be Able to Answer Upon Completing this Workshop? * How do Interaction Points affect my bottom line? * How can I properly structure customer expectations? * What is the difference between a good customer and a loyal customer? * What psychological factors most impact customer decisions? * Why do satisfied customers not come back? * How can we turn ordinary events into extraordinary events for our customers? Session Topics- Interaction Points: To the Client You Are the Company - Customer Communication: Problems in Effective Communication - Manage Expectations: Irrational Expectations & Loyal Customers - Handling Service Failure: What Happens When Things Don't Go well? For more course options please look at our complete Career Training Course List.
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Helpful! Very thorough.
-Kate (This student took our Negotiation and Decision Making Seminar.)
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