OVERVIEW

"There is only one boss, the customer, and they can fire everybody in the company...from the Chairman on down...simply by spending their money somewhere else."   - Sam Walton

This program deals with dispelling the theory that the customer is always right. Whether it was selling a Dixie cup of lemon-aid on the sidewalk or closing a multimillion-dollar deal, anyone who has ever dealt with a customer knows the customer is not always right. Many times the customer is wrong, very wrong; however they are still the customer. This Customer Service program addresses how to keep customers spending their money at your organization without giving away the farm. By exploring not only in the initial sell, but also addressing how to improve repeat and referral business, this program will provide concrete examples of ways to improve your selling techniques. This program has been designed as an educational, interactive seminar for anyone who has customer contact, from Executives, Managers, and Supervisors to Hourly Personnel.

FOUNDATION

• Anyone who has customer contact is a sales person

• One dissatisfied customer can destroy months or years of positive work

• Never underestimate the power of word-of-mouth

• The customer is right only if it is right for the business

PARTICIPANTS WILL BE ABLE TO

• Identify the definition of Excellent Customer Service for your industry

• Understand the power of customer perception

• Consider alternative methods for improving customer satisfaction

• Recognize problem areas

• Accept and assign responsibility

• Empower your front line service people

• Address the needs and wants of your customers

• Prioritize activities to more effectively address those customer needs and wants

• Respond appropriately to customer complaints after reviewing customer feedback

• Allocate customer service resources more profitably

• Establish, implement and review Service Standards for better customer service

• Analyze strategies for Optimum Customer Service - Building the culture from within