Why do so many companies put more emphasis on attracting new customers than keeping the ones they already have?
...
FACT: 7 out of 10 customers who stop doing business with a company do so because of the way they were treated on the first contact.
FACT: 96% of unhappy customers never complain about discourtesy, but 91% of them will not buy again from a business that offended them.
FACT: According to the National Retail Federation, a 5% increase in customer retention can increase long term profitability by as much as 85%.
FACT: Courting new business can cost up to five times more than strengthening relationships with current clients.
In this workshop, you’ll discover secrets and acquire skills to improve your level of service. Remember, paychecks come from your customers, not accounting, payroll, or "the boss." Learn how to keep the satisfied customer back for more. And how to turn tough situations into future sales opportunities.
Subject Matter Covered
Get ready for turbulent change
Stay motivated
Understand the Vitamin E's of life: Effort, Enthusiasm and Excellence
Know who really signs your paycheck
Make a great first impression
Build and maintain a positive attitude
Communicate respect to every customer
Remember and use customer names
Personalize your service
Listen effectively
Turn irate customers into the best customers
Overcome stress and burnout
Eliminate the word "just" — take pride in your job!
Special Bonus Section
Know how to handle the ten most difficult customers:
The Irate Customer - Attacks you.
The Long Winded Customer - Gives you their life story.
The Demanding Customer - "I want it right now!"
The Abusive Customer - "You @#$%!&!!!"
The Whiner - Complains about everything.
The Accuser - "You're not giving her the message."
The Discriminatory Customer - "I want to talk to a man."
The Harassing Customer - "Won't take no for an answer."
The Customer Who Doesn't Listen.
The Customer Who Will NOT hold.
If you want to create lifetime loyal customers, THIS IS THE WORKSHOP!
copyright 2010. Drury Research Group. All rights reserved
