Keynote / Workshop 104: How to Win Your Customers For Life:Understanding the 17 Needs of a CustomerWho Should Attend
All professionals in the service industry, including management
How You Will Benefit
•Deliver service that meets the customer's needs
Deliver service that meets the customer's needs•Manage customer complaints in a way that wins loyalty
Manage customer complaints in a way that wins loyalty•Understand the seventeen measurements that customers use
Understand the seventeen measurements that customers use•Know the importance of the customer's perception
Know the importance of the customer's perception•Create a service team that understands the mind of the customer
Create a service team that understands the mind of the customerWhat You Will Learn
•What customers first and foremost measure
What customers first and foremost measure•Understand how to gain customer trust from the start
Understand how to gain customer trust from the start•How to acknowledge customers
How to acknowledge customers•Developing a sense of belonging in customer service
Developing a sense of belonging in customer service•Why the friendly factor makes the ultimate difference in service
Why the friendly factor makes the ultimate difference in service•Coming with the correct frame of mind to serve
Coming with the correct frame of mind to serve•Being aware that we are being measured by our willingness to serve
Being aware that we are being measured by our willingness to serve•Why respect draws customers back
Why respect draws customers back•The art of listening and asking the right questions
The art of listening and asking the right questions•Projecting a professional atmosphere through expertise
Projecting a professional atmosphere through expertise•Maintaining customer retention by consistency in service
Maintaining customer retention by consistency in service•The importance of expressing appreciation
The importance of expressing appreciation•The ultimate goal of winning customer trust
The ultimate goal of winning customer trust•Avoiding the major mistakes in providing exceptional service
Avoiding the major mistakes in providing exceptional service
Understanding our customer is the key to improving our service since they see our organization from another point of view. In service, our goal should be to win the customer by understanding their seventeen most important needs. They in turn can become our best advertisers if we simply learn how to meet these needs.
C A R Y C A V I T T
C O N S U L T I N G
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From the book:
Winning the Customer
copyright 2007
