Providing Quality Service

Impact on the Organization

It is no longer enough for a company to provide a good product at a reasonable price. The quality of customer service a company provides can determine whether it fades or flourishes. Many customers (both individual and corporate) will pay more for products they can get in a timely manner, with excellent service, and without hassle. Improving customer service, therefore, isn’t just a competitive necessity: it is a powerful way to build margins and avoid commoditization.

Learning Objectives

• Identify examples of good and poor service
• Calculate the value of lifetime customers
• Define internal vs. external customer service
  

Program Description

In this module, participants identify good and poor customer service, and the reasons that customers leave. Participants learn the value of lifetime customers, and discover how to cultivate lifetime customer relationships. They learn that it costs far less to keep a customer than it does to find and attract a new customer. Finally, they discover that everyone has a customer – whether internal or external – and discuss what having an internal customer entails.

Time Investment

Typically 4 hours.

Customization

This program can be customized to reflect your organization’s procedures, policies, cases, examples, and terminology. Please inquire about these optional consulting services.

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