Anyone can satisfy a customer, in fact your competitors do it every single day. Satisfaction cannot be your service goal. Instead you need to create truly loyal customers.
Building loyal customers requires a much different mindset, skillset and toolset. Our system changes all three.
Our program provides powerful, hands-on tools for building loyal customers tailored to your unique market. It is even more powerful when united with our leadership program because it requires great leadership to sustain it.
Great customer loyalty is created and sustained by personable, skilled people working in the right systems. (In fact, most customer problems are system related, rather than people related.)
We have a number of ways to custom build the program to your unique needs. Ideally we begin at the top strategic level and explore the culture and the systems needed to make lasting change. We can conduct surveys and focus groups to determine the main attack points.
From there, we offer workshop solutions to leaders and staff at all levels, instilling and practicing the skills they need to revolutionize the customer experience. A description of each workshop and its learning objectives can be found in the program syllabus found here.
Once the high level strategic work is done we recommend each employee experience a four hour program that provides useful, concrete skills for how they can put their unique “fingerprint” on the customer experience. They also learn how to deal with difficult customers. We encourage managers and executives to also attend this. We then provide an additional four hour session to all managers on what they can do to sustain the new program and reinforce and reward the new skills. Also, how to build a true customer-centric team.
Materials and Format: Each participant will receive a multi-page handout packet for each seminar that provides numerous helpful tools and ideas. Best of all, they receive a deck of 31 small Hot-tip cards and a series of Quick-tip cards that provide a ready-reference to all the specific skills they can use to delight the customer.
We use a vibrant PowerPoint presentation and many energizing activities to illuminate your team. We guarantee no one will be bored!
Some client testimonials are found here.