Customer Loyalty Development Process

6 weekly sessions,
2 hours per session

Kickoff
- What to expect
- How to get the most out of this
Process

Pre-Workshop Evaluation
- Keeping an Open Mind
- Recall Previous Developments
- How This Process is
Different

Beyond Customer Service
- What Does a Customer Really
Want?
- What Does Customer Service
Really Mean?
- Your Role in the Company's
Success
- Understanding Human Behavior
- Feeling Good About Yourself

The Power of Goal Setting
- Why Set Goals?
- The Benefits
- Be Persistent
- The Art of Satisfying Customers
- Be a Team Player
- Cultivating Customer Loyalty

Communications
- Be an Effective Communicator
- The Art of Listening
- Going the Extra Mile
- Improving Your Telephone Skills
- Handling Complaints and
Mastering Difficult Situations

Customer Service - The Competitive Advantage
- Developing a Positive
Self-Image
- Developing a Positive Company
Image
- Estimating Your Quality of Service
- Becoming an Excellent Service
Provider
- Customer Service is for Everyone

Post-Workshop Evaluation
- What Have You Learnt?
- What Have You Achieved?
- Can You Sustain the Process?

Program Critique
- Your Feedback

Heads Up for the 3-Month Review
- Can You Sustain the Process?
- What Support You Might Need?