LEADER AS CUSTOMER CHAMPION…
MANAGING THE MAGNETIC MOMENTS OF CUSTOMER SERVICE:
BEYOND SATISFIED TO ABSOLUTELY, POSITIVELY IMPRESSED
Customer satisfaction is not enough. That simply means
that the customers got what they expected – no more.
They do not go out and tell others about those
experiences; they take them for granted. After all, they
simply got what they were supposed to get. In order to
gain that critical word-of-mouth advertising, their
experiences with your organization have to arrest their
attention, surprise them, impress them.
This workshop enables leaders to be customer champions
in the organization, not only going out of their way to
demonstrate outstanding customer service themselves, but
also to expecting, coaching, and rewarding their team
members for creating absolutely, positively impressive
customer experiences. We call these “magnetic moments.”
In particular, leaders will:
-
learn the secret
equation for creating customer loyalty;
-
discover the most
important question customers are asking;
-
find out how to
discover what various customer segments are looking
for;
-
practice communicating
customer expectations to employees;
-
learn how to coach
employees to listen and respond impressively in
every “magnetic moment” with a customer;
-
explore how to turn a
service mistake into a stronger customer
relationship;
-
explore low-cost ways
to continually obtain customer feedback and to be
sure that service providers put that feedback to
work.
