SERVICE EXCELLENCE

Every year the average American business loses 10% to 40% of their customer base because of poor customer service. Vince Lombardi had a saying about winning being an "all the time thing, not a sometimes thing." The same can be said about customer service. Service is not a sometime thing, it's an all the time thing. You don't win customers once in a while; you don't do the right thing once in a while; you do things right all the time. Service is a habit. Unfortunately, so is apathy.

Objectives

By drawing on their own experiences as a customer and what they expect from their vendors, participants are able to envision the perfect service outcomes. From that perspective, students learn about the basic building blocks of service that have made companies like Southwest Airlines, Disney, and FedEx the gold standard in customer service…and retention.

Outcomes

• Revenue increases as customer relationships strengthen and turn-over decreases
• New sales opportunities appear by anticipating and satisfying current customer needs
• Customers become loyal supporters who bring new, qualified prospects to you