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MANAGEMENT AND OPERATIONS
Managing Customer Service
TARGET AUDIENCE:
Small and medium sized business owners and managers
DESCRIPTION:
A recent study found that 68% of customers leave a business relationship due to a perceived lack of caring from the staff.
How do you prevent this from happening? In order to keep customers and create loyalty, it is necessary to understand the process of customer loyalty development, especially its human dimension.
Create a customer service focus within your company by establishing goals, training your staff, and measuring your customer service effectiveness.
CONTENT:
At the end of this workshop you will have the tools to:
- Understand the fundamental principles of managing the ‘’purchase experience’’. (Create awareness of your product, create desire in your clients and potential clients, benchmark your customer service, etc.)
- Identify hidden signs that can be used to maximize your customer’s loyalty.
- Develop your listening and oral communication skills.
- Develop key coaching strategies to engage positive change.
- Help your employees become masters in customer loyalty development.
- Create a customer-friendly workplace (location, parking, lighting, point of sale, noise, washrooms, etc.)
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