Keynote / Workshop 101: What Customers are Looking For: The Real Reasons Customers Return Who Should Attend
All professionals in the service industry, including management
How You Will Benefit
•Provide service that attracts customers back to your organization
Provide service that attracts customers back to your organization•Make your customers your best advertising agents
Make your customers your best advertising agents•Build a service reputation by consistently exceeding the expectations
Build a service reputation by consistently exceeding the expectations•Create an environment where team building is applied
Create an environment where team building is applied•Handle customer complaints in a positive and productive manner
Handle customer complaints in a positive and productive mannerWhat You Will Learn
•Why customer service determines the ultimate success of a company
Why customer service determines the ultimate success of a company•How the customer's perception is what really matters
How the customer's perception is what really matters•Understand the real reasons why customers choose to return
Understand the real reasons why customers choose to return•Learn to connect with the customer's emotional needs
Learn to connect with the customer's emotional needs•Building a team that works together
Building a team that works together•The psychology of how customers rate your service
The psychology of how customers rate your service•Winning an angry customer to your side
Winning an angry customer to your side•How to win customers over the telephone
How to win customers over the telephone•The most important area in service training
The most important area in service training•How to make your service project professionalism
How to make your service project professionalism•Write e-mail that customers will read and understand
Write e-mail that customers will read and understand •Why listening is the ultimate communication tool with your customers
Why listening is the ultimate communication tool with your customers•Learning the benefits of a complaining customer
Learning the benefits of a complaining customer•Turn an upset customer into a happy customer
Turn an upset customer into a happy customer •Fulfilling the two most important customer needs
Fulfilling the two most important customer needs
Customers will return when we understand what it is that attracts them to our organization. In this insightful presentation we will explore various ways to create an environment that brings customers back time and again. By understanding some simple principles on service, we will begin to perform at a level that exceeds our customers' expectations.
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From the book:
Service Starts With a Smile
copyright 2007
