Research tells us that the only way to create customer loyalty is through an emotional connection. Unfortunately, in many organizations the customer has become a low priority. When people are not treated according to their expectation’s, they will take their business elsewhere. What’s more, they relay their bad experiences to 10 or more people. The question then becomes not whether to improve your organization’s service standard, but how. This 5-week, 10-hour program provides participants with the tools, skills and attitudes to improve customer relations.

Any person or employee who has direct customer contact whether in person or by phone.It is estimated that retaining a customer costs 7 times less than it does to get a new customer, and that a 5 percent increase in customer retention can mean a 20 - 25 % increase in revenues.

• Critical Issues Covered Within this Process
• What do Customers Really Want?
• The Value of Customer Loyalty versus Customer Satisfaction
• The Role of Empathy and Effective Listening
• Identifying Critical “Moments of Truth” in the Customer Interaction
• Developing Trust with the Customer
• Managing Emotions in the Customer Experience
• Effectively Managing Stress and Impulses
• Developing Goals for Positive Behavior Change
• Creating That Powerful “Moment of Truth” with the Customer

The group of participants will meet weekly for 5 weeks. Each session will be approximately 2-hours in length. This process enables participants to “develop” since they will have application and practice time between sessions. Each session will end with specific goals and action steps to be accomplished by the next session. With successful completion, you will receive 1.0 Continuing Education Units and a Certificate of Completion.