Developing loyal Customers - not just satisfying your Customers' needs - is the critical difference in creating sustainable organizational success. Customer Loyalty should be the outcome of every Customer interaction. Creating unique points of connection for every Customer should be the goal. Customer Loyalty is a powerful competitive advantage. The value of loyal Customer is: they always return, they brag about your organization providing word of mouth advertising, they are willing to pay more for your product or service, and when there is a mistake loyal Customers are more forgiving.
Beyond Customer Service
Research tells us that the only way to create Customer loyalty is through an emotional connection. Unfortunately, in many organizations the Customer has become a low priority. When people are not treated according to their expectations, they will take their business elsewhere. What's more, they relay their bad experiences to 10 or more people. The question then becomes not whether to improve your organization's service standard, but how. Excellence in Customer service pays off dramatically to the bottom line in every industry.
| Critical Issues Covered Within this Process
- What do Customers Really Want?
- The Value of Customer Loyalty versus Customer Satisfaction
- The Role of Empathy and Effective Listening
- Identifying Critical "Connection Points" in the Customer Interaction
- Developing Trust with the Customer
- Managing Emotions in the Customer Experience
- Effectively Managing Stress and Impulses
- Developing Positive Goals for Positive Behavior Change
- Creating That Powerful "Connection" with the Customer
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The Results are Measurable
- Customer Loyalty
- Customer Referrals
- New Customer Growth
- Loyal Satisfied Customers
- Customer Complaints Decreased
- Improved Profitibility
- Increased Sales
- Satisfied Employees
- Loyal and Focused Staff
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Assessment
Through the introduction of this Customer Loyalty process participants will assess their ability to understand and mange their emotions, recognize the emotions of others, and develop the ability to manage relationships with Customer and peers effectively. Participants will also assess the Connection Points in the Customer interaction process and learn how to turn those Connection Points into positive outcomes for their Customer. They will also assess their communication styles, attitudes, goal setting techniques, and develop a plan of action that will increase their skill level to connect emotionally to Customers.
| Effectively Managing Stress and Impulses
Most buying decisions are not based on need, but rather emotion. Outstanding Customer service providers are always aware of their Customer's emotions and they know how to respond appropriately. However, a continual barrage of emotional interactions can be a reality in service interactions. For this very reason, it is important that customer service providers understand and have the necessary tools to effectively reduce and mange stress. Customer service providers need to know how to understand and manage emotions - their own as well as their Customer' and begin the discussion on how to measure Customer loyalty within your organization.
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CHADONS Resources is committed to organizations succeeding by providing top tier Customer Service.
One of the ways for companys to understand where the stand is through the Customer Service Evaluation.
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To begin the discussion
contact Terry Bass at CHADONS Resources
Helping People Succeed
PH - (773) 769-1992
terry@chadons.com
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