| Customer Loyalty Call 941-773-5349 or email President@meakerandassociates.com for more information |
Building Capacity to
Improve Results
Improve Results
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 becomes not whether to
improve your organizations standard of
service, but how. Excellence in Customer
service pays off dramatically to the
bottom line in every industry.
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 customers emotions and
they know how to respond appropriately.
However, a continual barrage of
emotional interactions can be a reality in
service interactions. For this reason, it is
important that customer service
providers understand and have the
necessary tools to effectively reduce and
manage stress. Customer service
providers need to know how to
understand and manage emotions-their
own as well as their Customers' and
begin the discussion on how to measure
Customer loyalty within your organization.
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 becomes not whether to
improve your organizations standard of
service, but how. Excellence in Customer
service pays off dramatically to the
bottom line in every industry.
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 customers emotions and
they know how to respond appropriately.
However, a continual barrage of
emotional interactions can be a reality in
service interactions. For this reason, it is
important that customer service
providers understand and have the
necessary tools to effectively reduce and
manage stress. Customer service
providers need to know how to
understand and manage emotions-their
own as well as their Customers' and
begin the discussion on how to measure
Customer loyalty within your organization.
Critical Issues Covered Within this
Process
The Results are Measurable
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 Customer
Impulses - Developing Goals for Positive Behavior Change
- Creating that "Powerful Connection" with the
Customer
The Results are Measurable
- Customer Loyalty
- New Customer Growth
- Loyal Satisfied Customers
- Decreased Customer Complaints
- Increased Sales
- Satisfied Employees
- Improved Profitability
- Customer Referrals
- Loyal and Focused Staff
| (C)2009, Meaker & Associates P.O. Box 14575 Bradenton, Florida 34280 Telephone 941-773-5349, Email president@meakerandassociates.com |
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