Customer Service Training on CD-ROM Excellence in Service: Creating Customer Loyalty In Excellence in Service: Creating Customer Loyalty, participants will learn how to create a customer service climate, as well as how to provide memorable service on a regular basis. In addition, participants will learn how to understand customers' experiences, encourage loyalty from them, and form a partnership with them. Learn To: - Develop loyal employees using a three-step process.
- Serve customers memorably when their needs are not met.
- Solve customers' problems using a five-step process.
- Develop loyal customers by applying three steps.
- Evaluate the service their company provides.
- Form a partnership with their customers.
Audience: Managers who want to create customer loyalty through quality customer service practices. Total Learning Time: 2 - 4 Hour(s) | Product | CODE | Price | Order | | Excellence in Service: Creating Customer Loyalty CD-ROM | ng44011 | $74.95 | | Course Contents Unit 1: Background Information
Duration: 0.5 - 1 Hour(s) - Identify the downfalls of customer satisfaction.
- Identify the fundamental requirement for customer loyalty.
- List the benefits of creating loyal customers.
- Simulation Overview: In this simulation, you will meet with Maggie Roberts, Vice President of Products and Services, to discuss creating customer loyalty. Through your questions, you will learn about the downfalls of customer satisfaction, the benefits of creating loyal customers, and the process for creating loyal customers.
Unit 2: Creating Dedicated Employees
Duration: 0.5 - 1 Hour(s) - List common traits of organizations with strong customer service.
- Develop loyal employees using a three-step process.
- Motivate your employees using four types of reinforcement.
- Identify two factors that influence service delivery systems.
- Use communication to increase employee dedication.
- Simulation Overview: In this simulation, you will meet with Greg Avery and Caroline Harris, two of Icon's Customer Service Supervisors. They are concerned about the recent industry reports, which showed a dramatic decrease in Icon's Customer Service levels. As the Customer Service Manager, it is your responsibility to address their concerns. You need to answer their questions about creating dedicated employees, establishing a positive work environment, and their roles in ensuring employee satisfaction.
Unit 3: Making Your Service Memorable
Duration: 0.5 - 1 Hour(s) - Identify the qualities that make service memorable.
- Identify the benefits of establishing service standards.
- Serve customers memorably when their needs are not met.
- Serve customers memorably when solving their problems.
- Solve customers' problems using a five-step process.
- Simulation Overview: In this simulation, you will meet with David Morris and Robin Carlson, two of Icon's Customer Service Supervisors. The quality of customer service has declined over the last year, and the three of you are meeting to brainstorm ideas about how to make service memorable. You will lead a discussion about customers' expectations, benchmarking, and establishing memorable company-customer relationships.
Unit 4: Building a Relationship
Duration: 0.5 - 1 Hour(s) - Develop loyal customers by applying three steps.
- Evaluate the service your company provides.
- Encourage customer loyalty in five ways.
- Form a partnership with your customers.
- Simulation Overview: In this simulation, you will meet with Monica Washington, Office Manager for Access Technical Products, and Paul White, the Purchasing Manager. Atlas has been one of Icon's customers for six months. They have been pleased with the service they have received from Icon, but recently they have noticed a decline in the quality of customer service. They are planning an expansion of their business and want to know if Icon should continue to be their office equipment provider. It is your job, as a Customer Service Manager, to understand their Customer Service experiences at Icon and take action to ensure their loyalty. By working through Monica and Paul's issues, you can help build a long-term relationship with their company.
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