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Customer Service Training on CD-ROM

Excellence in Service: Building Lasting Customer Relationships

In Excellence in Service: Building Lasting Customer Relationships, you will learn how to build ongoing customer relationships by identifying and delivering a solid value proposition to your customers. You will then understand how to add value by increasing customer responsiveness, promoting customer knowledge, and developing customer loyalty. You will learn how to build on customer loyalty by focusing on both the rational assessment, as well as emotional attachment, to your product or service.

Learn To:

Understand value by defining its meaning, identifying the benefits it provides, and refining its components.
Add value by increasing customer responsiveness, promoting knowledge, and developing loyalty.
Develop loyalty by recognizing how to: differentiate between satisfied and loyal customers; build loyalty through emotional attachment; and follow the four stages of loyalty.

Audience: Supervisors, team leaders, and managers who want to learn how to establish service standards and build a customer service team.

Total Learning Time: 3 Hour(s)

Product

CODE

Price

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Excellence in Service: Building Lasting Customer Relationships CD-ROM

ng44111

$110.00

Course Contents

Unit 1: Understanding Value
Identify the components of the Value Triangle.
Identify common value benefits.
Identify common considerations when refining the Value Triangle.

Unit 2: Adding Value
Identify strategies for increasing customer responsiveness.
Identify strategies for promoting knowledge.
Identify strategies for reinforcing the Value Triangle.

Unit 3: Developing Loyalty
Identify common loyalty goals.
Identify the four phases of emotional attachment.
Identify the stages for achieving customer loyalty.