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The mastery of customer loyalty can mean the difference between success and
failure. The corporate trend of raising 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
companies 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 relating to each company and industry will be unique. However,
there are some fundamental issues on which this process is built 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 the Customer Service Mastery process,
each individual will assess their personal communication styles, attitudes,
human relation skills and goal setting techniques. From this, they will
develop a plan of action that will aid in their individual success.
 Customer Loyalty Mastery Process Syllabus
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