CUSTOMER SERVICE....it’s about emotions! The mastery of customer service can mean the difference between success and failure. The corporate trend of raising the bar of customer service is a business necessity. Customers are more willing to forgive a product failure than a service failure by a ratio of 5 to 1. If customer retention is important, then improving customer service must be the tactic. Unfortunately in many companies, the customer has become a low priority. When people are not treated according to their expectation, they will take their business elsewhere. What’s more, they relay their bad experience to ten or more other people. The question then becomes not whether to improve your company’s service standard, but how. Excellence in customer service pays off dramatically to the bottom line in every industry. As with all of our results-oriented processes, the facilitation is customized to meet the specific customer service issues within your organization. Based on our years of experience working in this arena, we have found that the specifics related to each company and industry will be unique. However, there are some fundamental issues that this process is built upon that will grow, improve, and enhance the satisfaction of your customers and can help your organization grow and become more profitable. ASSESSMENT Through the introduction of this customer service process each individual will assess their personal communication styles, attitudes, human relation skills, goal setting techniques, and develop a plan of action that will aid in their individual success. THE AH-HA! By thoroughly understanding the organization’s values and philosophy regarding customer service, the participants will be able to properly identify what customers want, and how their individual interaction with every customer contributes to the creation of customer loyalty and overall success. WHAT’S CRITICAL Effective communication techniques are critical to customer satisfaction. By developing effective methods for handling complaints, and mastering difficult situations, employees will make a positive impact during that very important “moment of truth.” This development process specifically deals with listening skills in order to enhance the ability to go that extra mile for your customer every time. COMPETITIVE ADVANTAGE Continuing to focus and develop the processes necessary to enhance customers’ interaction leads to better customer relationships, customer longevity, and customer loyalty. Happy customers lead to more customers which lead to a financially healthy and profitable company. ISSUES COVERED IN THE CUSTOMER SERVICE PROCESS: How customers define service Employee role in company success Effective communications Cultivating empathy Handling complaints Estimating quality of service  Understanding human behavior  Customer Bill of Rights  The art of listening  Improving telephone skills  Mastering difficult situations Excellence in service MEASURABLE RESULTS  Customer loyalty  Customer retention  Increase in market share  Satisfied customers Decrease in customer complaints  Increased sales Employee retention  Employee satisfaction Improved profitability