service works by the rule of 10s.
it costs you $10,000 to get a new customer,
it takes only 10 seconds to lose one, and
10 years to get over it or
for the problem to be resolved.
you need to work to 10 times as hard as competitors
to keep your customers.
Most people would agree that
excellent customer service is a prerequisite for loyal
customers and solid profits. But while the topic is
hot, too many companies only pay lip service to customer
service and customer satisfaction. Few have actually
implemented policies or training programs that meet, let alone
exceed, the needs and wants of their customers.
Customer Focused Service is
a workshop that provides a high level overview of
customer service to help you unleash the magic of
customer focused service. Specific areas addressed
in this training include:
- Understand today's customer
- Find out why customers quit
doing business with you
- Manage your "moments
- Learn how to handle complaints
- Apply customer service lessons