Customer Service Execution & Infrastructure
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With so much talk over the past 20-years over the need for businesses to raise their level of customer service, why has service levels actually declined and consumer dissatisfaction increased?
It’s a whole lot easier to talk about the need to deliver great customer service than it is to actually rollup your sleeves and do something about it.
Businesses who have made customer service a priority, and have maintained a laser-like focus on their customers, enjoy greater brand recognition and differentiation, have more loyal customers who visit and spend more, resulting in a much healthier bottom-line than those businesses who would rather talk about it.
Launching a customer service strategy without the proper internal infrastructure: systems, processes and people to sustain and support the people responsible for executing the strategy - the frontline, may result in short-term success at best, but certainly, long-term failure; while jeopardizing your relationship with both your customers and your frontline.
Participants Will Learn:
- The business case for customer service.
- How to develop service culture.
- How to develop a customer service infrastructure to support & sustain focus.
- Why customer loyalty programs don’t work.
- How to measure for success.
Who Should Attend:
- Owners – CEO’s – Presidents
- HR personnel
- Training personnel
- Field supervisors
- Half or full-day
- Highly interactive & participatory
- Blended mediums: PowerPoint, video, exercises & lecture
- Best practices sharing
- Case studies
- Participant Personal Action Plan