Impact on the Organization
It is no longer enough for a company to provide a good product at a reasonable price. The quality of customer service a company provides can determine whether it fades or flourishes. Many customers (both individual and corporate) will pay more for products they can get in a timely manner, with excellent service, and without hassle. Improving customer service, therefore, isn’t just a competitive necessity: it is a powerful way to build margins and avoid commoditization.
Learning Objectives
- Identify examples of good and poor service.
- Examine the impact of social media on service.
- Calculate the value of lifetime customers.
- Define internal vs. external customer service.
Program Description
In this module, participants identify excellent vs. poor customer service, the reasons that customers leave, and the impact that social media has on service. Participants learn the value of lifetime customers, and examine how to cultivate lifetime customer relationships. They learn that it costs far less to keep a customer than it does to find and attract a new one. Finally, they discover that everyone has a customer – whether internal or external – and they will analyze how to improve internal customer service.
Time Investment
Typically 4 hours
Customization
This program can be customized to include your organization’s procedures, policies, cases, examples and terminology. Kindly inquire about these consulting services.