Description
The only way companies make money is through their customers. Too
often, we lose touch with our customers and we forget how important
they are to the success of the organization. In this session we examine
what customer focus means, why customer retention is so vital to the
firm, and what it takes to achieve customer loyalty. You will examine
seven different skills important to building and maintaining customer
loyalty including methods of being attentive and responsive to them,
techniques for enhancing loyalty, ways of building trust and commitment,
methods for demonstrating competency, strategies for recovering from
poor customer interactions, principles of hassle-free service, and ways
of effectively communicating with customers be it in sales encounter
or in a problem solving session. The program focuses on what individual
employees can do to build and enhance customer loyalty.
- Why customer focus matters financially
- Defining customer focus
- Critical principles of customer loyalty
- Challenges to understanding customers' needs and wants
- Retention strategies that build loyalty
- Learn what customer focus means
- Understand the financial value of customer focus
- Learn ways of attending to customer needs in a responsive fashion
- Understand strategies for building personal loyalty
- Develop a customer bill of rights
- Discover ways of demonstrating competency
- Grasping different characteristics of customers that affect
loyalty decisions
- Learn to better manage expectations
- What matters to customers when it comes to "hassles"
- Methods of communicating with difficult customers
Participants earn 1.4 continuing education units (CEUs) and a Texas
Executive Education program certificate.