Self-Empowerment for Service Professionals: Delighting the Customer with Extraordinary Customer Service
The Customer May Not Always Be 'Right" But the Customer is ALWAYS the Customer!
What do you look for in a customer service provider? Is it Attitude? Product Knowledge? Response Time?
No matter what business you're in providing customer service can be a challenging job. The old adage: "The customer is always right," might cause a service provider to feel 'powerless' at times when attempting to meet customer expectations. Not all customers, however, are 'difficult;' they are merely attempting to satisfy a need for a product or service.
The Cost of Acquiring New Customers
According to Frederick F. Reichheld in his book The Loyalty Effect: The Hidden Force Behind Growth, Profits and Lasting Value, the cost of acquiring new customers is five times the cost of servicing established ones. In addition to that, according to the Technical Assistance Research Programs (TARP) from the White House Office of Consumer Affairs in Washington, DC, ninety percent of dissatisfied customers never return but tell at least nine other people about the bad customer service experience.
The Customer at the Center
In this course participants will learn a customer centric process for providing extraordinary service to their customers and clients. It is based on the principle that Customer Service is defined by the provider; however, customer satisfaction is defined by the customer." It is the customer who decides whether or not their expections of service are met... not the provider.
The concepts taught are self-empowering techniques proven for success within the framework of the Ten Characteristics of Self-Empowerment. Upon completion of this course students will:
- Come to understand what extraordinary customer service looks like
- Learn the behaviors required to provide extraordinary customer service
- Enhance his or her ability to communicate and interact with dissatisfied or angry customers
- Enhance his or her ability to use the principles of diffusing hostility and the art of assertive communicatons
It doesn't matter what kind of a business you are in; whether you're in a retail establishment, a member of a call center, a manager, a service professional such as a doctor, lawyer, accountant, etc., or a corporate senior executive, these skills can prove valuable to your organization.
If you want to invest in the future of your business or organization and build customer relationships you need to provide the type of service that makes customers want to return to your business and continue to purchase your products or services. If you do that the chances are you will have a clientele based on happy, satisfied customers who, not only want to keep coming back but will also be happy to refer your business to their family, friends and associates, thereby helping contribute to the success of your business.
Contact us for more information on pricing and scheduling.