Where Customer Service Meets Opportunity! "Statistics suggest that when customers complain, business owners and managers ought to get excited about it. The complaining customer represents a huge opportunity for more business.” – Zig Ziglar When the cost of earning a client is more than double the client’s first order, it’s time for a company’s leadership to ask tough questions about its practices. It is common for a company to move from working as fast as possible to meet demand to standing still. Usually, these changes happen over time, but as often is the case, there’s no time to figure out what is wrong. The case was no different for a large health care organization. Leadership needed a fast, proven model that would cut to the heart of the customer service issue the organization was facing. However, this was not a sales problem. The sluggish sales were just a symptom of a systems breakdown that was partly due to the organization’s rapid expansion. But these couldn’t be blamed for sustained customer loyalty issues. We believe that client relationships are the lifeblood of an organization. To earn a customer is simply not enough. Today’s top companies know that true value is derived from lifelong customers – those who come back year after year. While avoiding the number one reason cited by customers for leaving a company is perceived indifference, there is much to gain from applying the science of customer service. For instance, there’s a difference between what your employees must do to simply retain a customer and what your employees must do to retain and also earn referrals from customers. The gap between these two, over time, is significant. In the area of customer service, the reward for creating exceptional client delight representatives is increased business and customer retention. Each time your employees interact with customers, your business earns a customer service opportunity. Every day, all day long, each person in your organization has the chance to serve – and delight – your customers. Do you know if your company is capturing these micro-opportunities? Have you equipped your employees with the ability, the know-how, and the expectation that they are responsible for not only spotting these opportunities, but also seizing them? Ziglar’s Assuring Customer Loyalty program combines the best of Total Quality Management (TQM) with the dynamic principles of Total Client Delight (TCD). The combination creates lifelong customers who will also tell others. Through customized training programs, Ziglar’s Assuring Customer Loyalty Customer Service Seminar unites the very best of Ziglar with your organization’s core values. This facilitated program is participant-driven for optimal results. Introduction - Definition of a customer
- Identifying the differences and significances of internal and
external customers - Understanding the concept of “underpromise and over deliver”
- The need to personally care about the arena of service
- Utilizing the attitude of gratitude to serve both your internal and
external customers
SUCCEEDING THROUGH COMMUNICATION - The role of listening
- Communication: More than taking turns talking
- Learning the difference between open and closed questions during service
- Understanding telephone basics
- Having a game plan for service resolution
DEVELOPING CUSTOMER ADVOCATES - Understanding customer advocacy
- Defining and identifying “moments of truth”
- Implementing specific process improvements based on the concepts of
customer advocacy and moments of truth - Developing an action plan for implementation
- What happens when rules replace thought
PROACTIVE SOLUTIONS - Identifying the importance of the “customer value triad”
- Understanding the six guidelines for improving customer satisfaction
- Knowing the difference between a real complaint and an opportunity to enhance service offerings
- Creating an action plan for proactive solutions
CREATING CUSTOMER SERVICE EXCELLENCE - The importance of having a common mission and being on the same page
- Defining customer expectations and finding ways to exceed them
- Creating a customer-focused plan of action
- Realizing the customer is not always right but the customer is always the customer
GETTING CLOSER TO YOUR CUSTOMER THROUGH FLOW-CHARTING AND
PROCESSLearn how to eliminate up to 75% of no value-add customer interactions by performing a Flow Analysis. Ziglar is dedicated to teaching high-growth companies how to retain customers with improved Customer Service. For more information about how to put Ziglar’s Assuring Customer Loyalty Customer Service Seminar to work for your organization, call 1-8 00-994-4527 Click Here for a Printable PDF Brochure on Assuring Customer Loyalty  pdfClick here for a Printer Friendly PDF Brochure of all Ziglar Courses! pdfWe can provide Customer Service Seminars all over the country so please contact us for any of your training needs! If you want to turbo charge your organization’s training retention, ask about Ziglar VIP, the revolutionary training support tool. |
