Assuring Customer Loyalty
Customer Service Training

"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 it's practices. It's 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 symptoms 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.