|
|
CONNECT: Creatively connecting with your customersGreat customer service is so uncommon that when we do experience it we want to tell everyone about it. This creates great word-of-mouth publicity, which can stimulate more revenue than almost any other form of traditional marketing, and at far less cost. And while we'll tell many people about a great service experience, we tell three times as many about a bad one. Businesses simply can't afford to lose leads, generate complaints or have existing customers leave, taking prospects with them. Existing customers usually account for the majority of sales, and it will cost up to ten times more to acquire a new customer than it does to keep a current one. Despite this, all over the world, and every day of the week, crushingly disappointing customer 'service' is delivered. Organisations simply cannot afford to have front line service issues sabotage their image and profitability. Keeping customers satisfied is vital to success. Connect Customer Service workshops challenge your people to truly think about how they would like to be treated in a customer service encounter. It sounds simple, but once this question has been answered, it lays the foundations for making great service happen. Your front line people will learn a proven service procedure, designed to avoid the negative actions that employees can fall back on when they are not well enough prepared. Throughout this program, your people will:
|