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Provided by: Serebra Learning Corporation Excellence in Service - Building Lasting Customer Relationships |
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In Excellence in Service: Building Lasting Customer Relationships you will learn how to build ongoing customer relationships by identifying and delivering a solid value proposition to your customers. You will then understand how to add value by increasing customer responsiveness promoting customer knowledge and developing customer loyalty. You will learn how to build on customer loyalty by focusing on both the rational assessment as well as emotional attachment to your product or service.
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Audience
Supervisors team leaders and managers who want to learn how to establish service standards and build a customer service team.
Objective
Topics Include
Unit 1: Understanding Value
- Identify the components of the Value Triangle.
- Identify common value benefits.
- Identify common considerations when refining the Value Triangle.
Unit 2: Adding Value
- Identify strategies for increasing customer responsiveness.
- Identify strategies for promoting knowledge.
- Identify strategies for reinforcing the Value Triangle.
Unit 3: Developing Loyalty
- Identify common loyalty goals.
- Identify the four phases of emotional attachment.
- Identify the stages for achieving customer loyalty.
Duration
2 Hours
Minimum Requirements
(Currently no course requirements information)
Media
CDROM
Serebra Learning Corporation 119 - 7565 132nd Street Surrey BC V3W 1K5 Canada
