Most managers and business leaders begin with honorable intentions for developing a customer service program. They identify the problems and set achievable goals. They invest company resources by hiring an outside consultant or trainer to help them carry out their customer service mission.
Why then, do so many of these initiatives fail to improve the quality of customer service? Most likely, the organization or department is lacking the foundation to support a service culture.
During this workshop, Debra Schmidt will teach you the secrets of how to create and sustain a successful customer service initiative in your organization. Success involves cooperation and customer service ownership by all employees, regardless of their title.
Eighty-five percent of your career success is in direct proportion to your communications skills. Due to heavy workloads, short staffing and multi-tasking, it’s easy to become a poor communicator. You pretend you’re listening, but in reality, you may miss a lot of what is being said to you.
Sometimes in your desire to handle workplace conversations as quickly as possible, you can neglect the use of common acknowledgments as you communicate. Yet the few extra seconds it takes to add them is well worth the time. If you simply focus on getting the task done and rush through internal and external service requests, you’ll miss tremendous opportunities to build loyalty.
During this program Debra J. Schmidt will teach you how to build much stronger customer and co-worker relationships by improving your communication skills.
You may think you don’t need customer service training because you do not directly deal with external customers. Think again! Your customer is anyone who benefits from the work you do — or, conversely, suffers when your work is done poorly or not at all. Your work is part of a customer-supplier chain. It is not an isolated activity.
Consider what happens to your ability to do a great job when the following occurs:
You are a customer when you get material, information, or services from others in your organization or from an outside vendor. You are a service provider when you provide material, information or services to others within your organization or to external customers. Most employees have many more internal customers than external ones. Customer loyalty starts within the organization. It is not an isolated activity. Debra J. Schmidt will help you to recognize your co-workers as your primary customers, and teach you how deliver outstanding internal customer service.
Printable workshop description: The Power of ONE Building Customer Loyalty From the Inside Out
Customer loyalty is the responsibility of every employee within your organization. It is earned by building positive relationships, one customer, and employee at a time. Loyalty-focused companies outperform their competitors each and every time. Loyal customers are more pleasant; they purchase more products, refer new customers and are more forgiving when problems occur.
Debra Schmidt will teach you how to build customer loyalty through a combination of powerful facts, entertaining stories, and interactive exercises. She will help you identify the expectations of internal customers (co-workers, employees) and external customers and teach you how to surprise and delight your customers through exceptional service.
Voicemail, automated phone systems, email and other technology have replaced the personal touch when it comes to customer service. Customer frustrations are on the rise. Their number one complaint? — No one really seems to care anymore. People are loyal to a business when they feel they’ve been treated well and received good value for their money. Customer service goes a long way toward pleasing customers on both counts.
C.A.R.I.N.G customer service means going out of your way for customers, doing everything possible to meet their needs, and sometimes making decisions that benefit customers, even at the expense of the company.
The simple gesture of showing your customers that you care about them will be a welcome surprise compared to the apathy they experience elsewhere. Creating customer loyalty boils down to one simple concept—C.A.R.I.N.G. No matter how good your products or marketing may be, business success or failure is often determined simply by how customers are treated.
Debra J. Schmidt will teach you how to make your customers feel good about doing business with you and your company.
All Workshops Are Presented by Debra J. Schmidt
Deb motivates, educates, entertains and delights audiences with powerful, humorous stories that drive her message home and hook even the toughest participants. Her workshops and keynotes are filled with practical tips and ideas that everyone can easily apply in the workplace to build their professional credibility by delivering exceptional service. Her messages resonate across all industry lines.
Deb is in demand as one of the nation’s top customer service loyalty experts. She has developed service standards and delivered training for companies throughout the United States and Canada, helping her clients to keep more customers, retain more employees, get more referrals and sell more products. Deb helps companies boost their profits by leading them to increased customer, employee and brand loyalty.
Loyalty Leader® customer service training workshops are interactive, humorous and filled with powerful content guaranteed to give employees at all levels practical tools that they can immediately apply in the workplace. Each workshop is customized to meet your organization’s objectives.
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• Employees with internal and external customers
• Managers and supervisors
• Call center employees
• Small business owners