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To sustain a competitive edge, an organization must do more than simply satisfy the customer. It must provide service that is unique, faster, more reliable, more responsive, and more caring than ever before. It must provide service that demonstrates an understanding of the customer's needs and expectations. This means not only encouraging individual employees to develop the attitudes and skills needed to perform well in a service economy but also encouraging management to establish the structures and systems that will enable employees to perform well.
It is essential to understand that every employee is involved in customer service. It has been proven that customers would rather switch to another company than tolerate poor service. Research indicates, even if there is no conflict, over 60% of all customers quit dealing with a business because of indifference on the part of some employee.
Pinnacle can assist your organization to develop exceptional customer service that puts you ahead of your competition. Participants will learn how to continuously assess customer's needs and select activities to improve areas in your current customer service in a meaningful way.
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The results - Participants:
- Understand customer behavior.
- Represent the organization positively.
- Increase professionalism.
- Solve problems immediately and effectively.
- Get resales and referrals from existing customers.
The results - Company:
- Manage company-wide "customer focused" strategy.
- Develop and maintain customer-oriented leadership.
- Discover revenue opportunities by taking a proactive approach to customer service.
- Retain existing customers.
- Increase the return on customer service dollars.
- Reduce stress and turnover in customer service jobs.
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