“To be competitive in today’s global and ever changing economy, businesses need to produce a distinctive personal and emotional experience for each of their customers.”
Janelle Barlow and Dianna Maul, Emotional Value : Creating Strong Bonds with Your Customers. | |
The mastery of customer service can mean the difference between success and failure. This development process will take you beyond the typical scripted interaction with a Customer, and past the everyday policies and systems you are involved in as a service provider with your organization. This process will help you discover how to create loyal Customers by exceeding their expectations. You will also develop the necessary skills and attitudes to help you personally and emotionally connect with your Customers. This development process is a journey of excitement toward personal growth and positive contributions to your organization. Assessment Through the introduction of this customer service process each individual will assess their personal communication styles, attitudes, human relation skills, goal setting techniques, and develop a plan of action that will aid in their individual success. Beyond Customer Service and Creating Customer Loyalty By thoroughly understanding the organization’s values and philosophy regarding customer service, the participants will be able to properly identify what customers want, and how their individual interaction with every customer contributes to the creation of customer loyalty and overall success. Creating Powerful Connections With Customers The emotional state of the service provider will always influence the outcome of the service interaction, and emotionally positive points of connections are the best predictors of Customer loyalty. This process will deal with 5 key areas that customers use to evaluate service: Reliability, Assurance, Tangibles, Empathy, and Responsiveness to enhance the ability to go the extra mile for your customers every time. Measurable Results ¨ Customer Loyalty ¨ New Customer Growth ¨ Satisfied Customers ¨ Increased Sales ¨ Increased Market Share |
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Copyright © 2003 by Darrisaw & Associates, LLC. All rights reserved.
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