Quick!  Name the most powerful sales tool a business can have.   One that costs nothing to buy, takes little to maintain, and can leave your competitors reeling.   No idea?  Then chances are you're missing a great deal of it.

The answer is customer service. And it doesn’t matter if you’re involved in a business, a professional association, a health care organization, or a government agency, success comes to those, and only those, who are obsessed with customer enthusiasm. When customers are treated well, they buy more, and they tell others.

Unfortunately, many organizations spend heavily on advertising, facilities and inventory, and then work as hard as they can to drive away customers by giving them poor service.   As one person said, we’ve entered a service economy, and the only thing missing is service.

In this program, you’ll learn how to dazzle your customers.   You’ll learn how to turn disgruntled customers into satisfied customers, and you’ll learn how to transform satisfied customers into enthusiastic customers. You’ll learn strategies you can use immediately with all your internal and external customers.

OBJECTIVES:

• To adopt a consistent, committed, caring attitude towards customers and customer service

• To increase the frequency of positive customer interactions

• To acquire skills that build enthusiastic customer relationships

• To learn a problem-solving approach for difficult customers

• To learn a process that increases the long-term loyalty of customers

SAMPLE PROGRAM OUTLINE:

CREATING A FOUNDATION FOR CUSTOMER SATISFACTION

• Value of your customer

• Service versus satisfaction

• Critical customer needs

• Paths to customer satisfaction

• Tools to keep yourself energized, motivated, and positive

GOING BEYOND CUSTOMER EXPECTATIONS

• Levels of service

• Ways to exceed expectations

• Keys to customer rapport

• Strategies for being better than the competition

GETTING COOPERATION FROM CUSTOMERS

• Barriers to cooperation

• Secrets to getting more cooperation

• Seven skills of cooperation

• Coworkers as customers

DEALING WITH DIFFICULT CUSTOMERS

• Reasons customers complain

• Complaints as presents

• Professional versus personal responses

• Steps for solving problems

• Words that tick off customers

• Ways to repair damaged customer relationships

USING CUSTOMER FEEDBACK

• Quality service standards

• Feedback that improves service

• Approaches that build loyalty

Hire Dr. Zimmerman for your next speaking event