Creating Loyal Customers With Great Customer Service

Agenda

Module I: The Ultimate Service Objective and Its Associated Challenges

• Providing Service That Attracts New Customers and Causes Your Current Customers to Recommend You
• Why Profits Increase From Loyal Customers
• The All-Too-Common Negative Relationship Organizations Can Have With Their Customers
• The Service Challenges Organizations Face in Today's Business Environment: Customers' Raising Their Expectations and Competitors Improving Their Service
• Where Service Really Happens

Module II: A Customer Focused, Strategic Approach to Conducting Business

• What Customer Focused Organizations Do Differently
• The Three Key Initiatives When Executing a Customer Focused Strategy

Module III: Initiative #1 Designing the Value and Experiences You Want to Provide Your Customers

• How Customers Define Value?
• Customer Experiences: Their Take Away Impressions Which Allow You to Differentiate Your Organization
• Customers' Experiences Always Create Positive or Negative Emotions
• Identifying the Emotions You Want Your Customers to Experience When Interacting With Your Organization
• Building Customer Loyalty Through Customer Experiences and Relationships

Module IV: Initiative #2 Enhancing Your Relationships With Your Customers by Delivering Value and Positive Experiences

• How Your Customers Form Their Expectations of Service
• Closing Any Gaps Between Your Customers' Expectations and Their Perceptions
• Customers' Five Primary Service Expectations
• Moments of Truth: Customer Encounters With Organizations During Which They Form Perceptions
• How to Use Standards of Performance to Enhance Any Moment of Truth
• How Service Jobs Are Distinctly Different From Manufacturing Jobs
• Mapping the Cycles of Service Your Customers Experience
• Developing Customer Relationships During Their Moments of Truth and Cycles of Service

Module V: Initiative #3 Continuing to Improve by Gaining a Deeper Understanding of Your Customers' Expectations

• Not Knowing Customers' Expectations: A Root Cause of Poor Service
• Gaining a Better Understanding of Your Customers' Expectations
• What Are Customers Really Saying When They Complain?
• Instituting an Organization-Wide Complaint Management Recovery Process

Credits

Faculty

Pete Tosh

The Focus Group

• Founder of The Focus Group, a management consulting firm that assists organizations in sustaining their profitable growth through enhanced Customer Loyalty
• Frequently creates and facilitates leadership development programs for organizations such as: the American Management Association, the Georgia Employers’ Association, Community Bankers Association, etc.
• Co-wrote Leading Your Organization to the Next Level
• Clients include manufacturing and service organizations across the U.S., Canada, Caribbean, Europe and the Middle East such as Exxon, Brink’s, EMC, State Farm Insurance, Marriott, N.C.I., Cracker Barrel, Seagram and YKK
• Prior to founding The Focus Group he had extensive experience — at the plant, divisional, and corporate levels — in the Human Resource and Customer Satisfaction fields to include the V.P. of H.R. and Quality
• B.A. degree in psychology, Emory & Henry College; Master’s degrees in both business administration and industrial psychology, Virginia Commonwealth University
• Can be contacted at 478-746-6891 or [email protected]