Cutomer Retention

Today, customers have more opportunities than ever before to take their business away from their current provider. Many
organizations have sought to compete by lowering prices. Unfortunately, as their profit margins tightened they have found fewer
viable options remain in their arsenal.

One factor that is often overlooked, but virtually impossible to compete against, is superior customer service. This is the final frontier
in the search for a competitive advantage – one that truly sets one apart from the rest of the field.

With a strong connection to your customer, you become keenly aware of their wants, needs, desires, attitudes, and how to meet their
expectations. You create customers for life that will act as a magnet referring new customers to you.

What you will gain
In this interactive hands-on session, participants will learn:

Adding value to your customer without spending money or charging them
If the customer really is always right
The personal impact of poor customer service
Facts about how a customer selects a supplier
The 8 Great Traits of Superior Customer Service™
How to develop quality customer relationships
Getting good at greeting people
The most important word to the customer and how to use it often
How to give sensational service over the phone
The 5 Things Your Customer Should Never Hear™
How to effectively handle customer complaints
To cherish customer complaints
The 6 steps to handling angry customers
How to relax customers
How to pleasantly surprise customers

Format
Max Impact sessions are a blend of interactive lecture, discussion, and self-reflection. Our approach adds fun to the learning process
with practical concepts that can be put into action immediately.

We employ a variety of flexible delivery methods, including: half-day sessions, staff meetings, power breakfasts, or impact lunch hours –
all delivered at your place of business.

This material workshop is also available online with CEU credits awarded.

Your presentation will be completely customized to the specific needs of your organization.

Customer Retention
Keeping Today's Customers while Attracting Tomorrow's