Overview:
With so much talk over the past 20-years over the need
for businesses to raise their level of customer service,
why has service levels actually declined and consumer
dissatisfaction increased?
Its a whole lot easier to
talk about the need to deliver great customer service
than it is to actually rollup your sleeves and do
something about it.
Businesses who have made customer
service a priority, and have maintained a laser-like
focus on their customers, enjoy greater brand
recognition and differentiation, have more loyal
customers who visit and spend more, resulting in a much
healthier bottom-line than those businesses who would
rather talk about it.
Launching a customer service strategy
without the proper internal infrastructure: systems,
processes and people to sustain and support the people
responsible for executing the strategy - the frontline,
may result in short-term success at best, but certainly,
long-term failure; while jeopardizing your relationship
with both your customers and your frontline.
Participants Will Learn:
- The business case for customer service.
- How to develop service culture.
- How to develop a customer service infrastructure
to support & sustain focus.
- Why customer loyalty programs dont work.
- How to measure for success.
Who Should Attend:
Owners CEOs Presidents
HR personnel
Training personnel
Field supervisors
Seminar Format:
Half or full-day
Team-based
Highly interactive & participatory
Blended mediums: PowerPoint, video,
exercises & lecture
Best practices sharing
Case studies
Participant Personal Action Plan |
