From the
Authors of That's Customer Focus!
Customer Focus
for the Frontline
Create The Mind-set and Strategies Your
Employees Need To
Increase Customer Focus, Improve Service Performance, Customer
Retention And Loyalty .
This Program provides:
-
Proven
Tips, Tools and Tactics To Increase
Customer Focus, Customer Satisfaction, Loyalty And Retention
Whether
your goal is to sharpen customer focus, improve customer retention, create value and build
customer loyalty or enhance the delivery of service to your
customers, this program is for you.
This one or two-day program is designed specifically for all
front-line employees. It presents a framework for
creating or enhancing customer focus and improving service at the point of contact with the customer. This
framework provides participants with strategies and skills that will
help them make the most of their day-to-day interactions with people
who receive their work-product, products and services.
If you are serious about making
Customer Focus and Service Quality a competitive advantage in your organization, this
program is a must. Whether you would like to use this generic
program or have us customize it to reflect your specific
requirements, we can help.
To
obtain a printable copy of this overview, click here.
Upon completion of this
program participants will:
-
Understand why service and
retention is a critical business strategy
-
Understand the role service
plays in client satisfaction and retention and the critical role
employees play in creating value and building loyalty
-
Determine what clients want and
expect when it comes to the service they receive
-
Identify pro-active strategies
for getting customer feedback
-
Develop strategies
for exceeding customer expectations
-
Develop
pro-active recovery strategies to regain the customer’s confidence and
business
-
Strengthen internal service partnerships
and processes
-
Develop an Action Plan for
implementation after the program
Topics include:
-
What
is Service?
-
Creating a competitive advantage
-
What Are Your Customers Worth?
-
Moments of Truth…and Coffee Stains
-
Creating Value for Customers
-
Creating Stories
-
What
Customers' Want
-
The Power of Customer Perception
-
Understanding Customer Expectations
-
Retention, Pro-active Recovery and
Loyalty
-
Personal Recovery and Retention
Strategies
-
Service Partnerships-Internal
Cooperation
-
What is Your Contribution?
As part of this program,
participants complete a Personal Action Plan for how they will take
what they learn and apply it on-the-job. This highly interactive program can be
conducted in both 1-day and 2-day formats and includes an effective
balance of lecture, individual and group activities and exercises.
Train-the-trainer
certification is also available
Return to Workshop Listings
