Exceptional Customer Service
“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?
- Why do we ‘next’?
- 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?