When your customer does not return, what your organization loses is not just the money for the next transaction but the total revenue the customer would have brought to your organization across their entire relationship with you.
This is a huge loss, which is even more when you imagine this scenario for multiple customers.
All this starts when the services provided do not meet the customer’s expectations. And it’s primarily because many employees:
|Do not understand what customers really want|
|Understand what customers want but do not know how to deliver it|
|Understand what customers want, know how to deliver it, but have bad attitude|
This course is designed to address these issues. It will help employees understand, from first principles, what customers really want. It does not stop there.
It goes a step further to help them master how to deliver it to make customers satisfied. But since it’s not enough to make customers just satisfied, the course goes another step to arm employees with the skills required to make customers highly satisfied so they return repeatedly.
Unlike the typical customer service training, this one goes beyond learning the niceties of front desk service to explore the concepts and culture of service excellence and how to translate them into every behavior and action that employees understand.
It is not designed just for those who have direct interaction with external customers but also for those who contribute in producing service outcomes.
It explores the lifetime value of a customer, the cost of poor service, value from the customer’s perspective, and all other concepts that help change the attitude of participants towards service.
Delivered in different formats, this highly valuable course offers an optimal blend of all the key skills your employees must possess if you’re to stop the losses associated with substandard service, and build your business around the element that matters most – loyal customers.