Customers Forever

Customers Forever: Delivering Exceptional Customer Service
Customers Forever Incorporates Proven Methodologies And Best Practices Which Get Results To Increase Customer Focus, Loyalty And Retention.

You Need Customer Focus and Customers Forever

Whether your goal is to create customer focus, improve customer retention, create value and build customer loyalty or enhance the delivery of service to your customers, this program is for you. This one or two-day program is designed specifically for all front-line and support employees. It presents a framework for creating or enhancing customer focus and improving service at the point of contact with the customer. This framework provides participants with strategies and skills that will help them make the most of their day-to-day interactions with people who receive their work-product, products and services.

If you are serious about making Customer Focus and Service Quality a competitive advantage in your organization, this program is a must. Whether you would like to use this generic program or have us customize it to reflect your specific requirements, we can help.

Upon completion of this program participants will:

- Understand why service and retention is a critical business strategy
- Understand the role service plays in client satisfaction and retention and the critical role employees play in creating value and building loyalty
- Determine what clients want and expect when it comes to the service they receive
- Identify pro-active strategies for getting customer feedback
- Recover from potentially disastrous situations and regain the customer s confidence and business
- Understand the significance and importance of internal service partnerships
- Develop an Action Plan for implementation after the program

Topics include:
- What is Service?
- Retention and Service
- Why Retention
- What Are Your Customers Worth?
- Moments of Truth and Coffee Stains
- Be Unique
- Creating Stories
- The Power of Customer Perception
- What Customers Want
- Understanding Customer Expectations
- Recovery and Retention
- Personal Recovery and Retention Strategies
- Service Partnerships-Internal Cooperation
- What is Your Contribution?
- It Takes Teamwork

As part of this program, participants complete a Personal Action Plan for how they will take what they learn and apply it on-the-job. This highly interactive program can be conducted in both 1-day and 2-day formats and includes an effective balance of lecture, individual and group activities and exercises.

This program can also be blended with our web-based training system to enhance your service delivery capabilities even further or to help you maximize your training budgets.