D ATING Your Customer
Blended Learning Seminar on CD ROM
CD ROM and Workbook Just $199
100% Money-Back Guarantee: If at any time you do not feel that
DATING Your Customer has improved your External and Internal customer relations, we offer a 100% money-back guarantee. Simply return all of the materials in like new condition to us for a refund. Request a Return Authorization number from customercare@shifthappens.com, and ship the materials to us prepaid, insured and in saleable condition, and we will promptly issue a refund.
DATING Your Customer
- Dazzle customers with your service.
- Anticipate the needs of your customers by emphasizing service over sales.
- Treat your customers well by being a problem solver.
- Innovate by understanding most rules should be flexible.
- Nurture your employees and suppliers by giving them the care and respect you want them to give your customers.
- Guarantee that your customers, employees and suppliers keep coming back, because without them you are out of business.
Do you think your Customers are satisfied? Customer satisfaction doesn't always mean Customer loyalty. These days, even if your Customers appear completely satisfied with your product or service, 40%-50% of them will leave you and start doing business with your competition.
On the surface, 40%-50% may not seem like that much. After all, over half of your satisfied Customers are coming back. But the math isn't so simple, because attracting new Customers can cost more than
double the amount it takes to attract repeat business from your existing Customer base.
Relationship Capital is one of your greatest assets.
Protect your business with great customer service by DATING Your Customers.
In order to retain all your Customers
and increase your sales, you need to go beyond Customer satisfaction and develop
the rapport that will make your Customers adore you. Only then will you
achieve true Customer loyalty. It is not a simple process that offers a "one
size fits all approach." In fact we believe that you have to customize your
service to fit your Customer. Treat each Customer as an individual.
Making Customers happy is not new. Most of the concepts we present are not
"rocket science" or unusual. You know what good Customer service looks like
when you see it. Our goal is to bring the Customer back. We want to put smiles
on each Customer's face. However before we can exceed expectations we must understand
that unhappy employees can not make Customer happy. Customer Service should
focus on two types of the Customers...the External (person buying the product or
service) and the Internal Customer (those providing the product or service.)
Our BLENDED LEARNING CD ROM addresses both.
Order Yours Now!
CD ROM and Workbook Just $199 Delivered
(Please allow up to 2 weeks for delivery.)
Here are a few of the principles that will be provided in the on screen live presentation coupled with the PowerPoint slides.
The External Customer
The good news is that developing exceptional Customer rapport is easier than
you may think. Here are five rapport-building tips to help you go beyond Customer
satisfaction.
1. Establish a Common Ground
2. Listen and Show Concern
3. Use Humor
4. Keep a Positive Attitude
5. Treat Customers Like Family
Since on average only 60% of your satisfied Customers do business with you
again, you need to continually improve your Customer relation skills and build
rapport with each and every person who walks through your door. You need
to give every satisfied Customer a reason to come back, while enticing new prospects
to do business with you in the first place.
It is just like dating. In the past the challenge of dating was very
different. Men and women wanted a partner, someone to share their life, offer
security and a family. Today that may have changed. We all seem to want someone
who supports us on all levels, including physical needs as well as emotional,
spiritual, social, mental, financial, and not necessarily family development.
It is no longer enough to find someone to marry us we want partners in every
sense, in every area of our life. This has required us to update our dating
skills. To refine whom we are and how we communicate to others. It has become
more of a skill and our potential partner has become more interested in the
"entire" package instead of one major area of focus such as physical attraction.
We want it all. And so it is the same in attempting to obtain Customers and
exceeding their expectations.
When you go beyond Customer satisfaction and create true Customer loyalty,
you develop long-term relationships, which lead to increased profits. The
end result is Customers who love you and a business that grows and thrives.
Order Yours Now!
CD ROM and Workbook Just $199 Delivered
(Please allow up to 2 weeks for delivery.)
The Internal Customer
To prepare for any sales culture we must remember that dissatisfied employees
cannot satisfy External Customers. Great Customer service is the result of
T-E-A-M building. T-E-A-M means Talent-Enthusiasm-Attitude-Motivation.
Internal Customers are as important as External Customers. T-E-A-Ms
are normally made up of a gathering of far-flung and unlikely associates that
are given a goal. Bringing them together is not enough...getting them to work
together, on a mission, creating and overcoming goals means that the T-E-A-M has embraced a single goal...to be the best.
Our programs are highly interactive to keep the interest of your internal
Customers. It's proven that retention escalates if a participant can use of
senses during the learning process. It will make cents to your bottom line.
Along the way your company must remember that the costs associated with building
a T-E-A-M are more than salaries and bonuses. In fact creating great
Internal Customer service is one of the few appreciating assets in any company.
The investment is sometimes long term, without repayment, and often frustrating.
You must be prepared to make the long-term investment rather than looking for
short-term returns.
In order to guarantee your investment you must continue to deposit funds in
anticipation of the return. Most businesses cannot be reduced to a handful of
procedures. Your associates need to learn to think on their feet, improvise
and exercise judgment. To accomplish this goal you need a T-E-A-M approach"
to create great Internal Customer service.
T-E-A-Ms cannot be built until the basics are understood and in place.
When you think of great T-E-A-Ms do you think of the individuals or
the T-E-A-M? Great individuals may not make a winning T-E-A-M. For instance
Mark McGuire and Sammy Sosa competed for the title of home run king. Yet neither
T-E-A-M won the World Series that year.
On the other hand the Chicago Bulls not only set individual records, but as
a T-E-A-M became NBA Champions six times. They functioned as a T-E-A-M, with one goal, to be the best...and they did it. Along the way some individuals
also became recognized but that was never the goal. The goal was for the T-E-A-M to win not the individual.
People are the cornerstones for your success...they make or break factor in today's
fiercely competitive marketplace. A dissatisfied employee costs your company
money, gives poor Customer service, recruits others (externally and internally).
They must be turned into a satisfied employee who desires to give exceptional
service. Focus on Internal Customer satisfaction prior to External Customer
satisfaction. Invest in retention! Look at what you are dealing with everyday...a
kaleidoscope of CHANGE. It is a frenzied upheaval of traditional organization
models- free floating confusion due to vague and constantly SHIFTING priorities.
No surprise that people are mentally scattered. Stressed. Your major challenge
is ATTENTION MANAGEMENT!
Remember...
- Careers are fragmenting and people are on the move.
- Managing toward retention is just a much bigger chore than it used to be.
- Generation X people born in the middle sixties account for 75% of the new
hires. They have different attitudes and values about work and corporate life.
- They are INDEPENDENT, IMPATIENT, and ENTREPRENEURIAL.
- They are not interested in paying their dues.
- Their perspective shifts from "what the employee can offer the company" to
"what the company can offer the employee."
- Scarce resources gravitate toward clear goals. Since one
of the scarcest resources is people's attention, you're responsible for staking
out objectives that capture and hold it.
- Emails, cell phones, pagers, and the day-to-day business
of providing all the wireless communications for the next Millennium interrupt
us all. We can not overdose on all the options we make available to our Customers.
- We must manage Tomorrow with passion.
- When the spirit is moved, work has meaning.
- The job gives people joy.
- They feel connected.
- They become committed.
- Once they are pointed in the right direction, get out of
the way.
- Liberate them.
- Give innovation-running room. Let passion express itself.
- Dramatic SHIFTS in the factors of success require an equally dramatic
SHIFT in management philosophy and in the conception of work and the worker.
Successful people embrace CHANGE.
- Shift Happens!®
Order Yours Now!
CD ROM and Workbook Just $199 Delivered
(Please allow up to 2 weeks for delivery.)
Our BLENDED LEARNING interactive DATING YOUR CUSTOMER CD helps your company:
- Increase Customer Satisfaction
- Properly Train The Internal Customer-Your employees
- Develop Management Skills that Amaze your External Customer
- Build T-E-A-M Players to integrate the procedures needed for both Internal
and External Customers to be AMAZED
- Reduce Employee Turnover
- Evaluate Performance and Profitability
- Increase Productivity and Innovative Problem Solving
We help you investigate:
- Which internal procedures are working efficiently and effectively.
- What external products and services are meeting established quality
and performance standards?.
- Whether or not Customer demands are being fulfilled.
- What your Customer turnover costs are.
- The nurturing of the relationships with your suppliers, employees, and
Customers
- How easy it is to do business with you.
Our DATING Your Customer seminar educates your staff to provide excellent service at all levels. Whether it's the Internal Customer or the External Customer their satisfaction is the gap between what they expect and what they receive.
We will help you:
- Set clear, measurable goals and objectives.
- Determine your top priorities for exceeding Customer expectations.
- Stimulate your organization to innovate rather than replicate.
- Concentrate single-mindedly on delivering innovative, cost effective, products and services.
- Focus all your organizations talents and energies on your Customer retention.
- Increase your productivity , performance, output and results.
- Organize every aspect of your problem solving resources.
- Build a T-E-A-M.
- Focus and concentrate on profitable activities.
Order Yours Now!
CD ROM and Workbook Just $199 Delivered
(Please allow up to 2 weeks for delivery.)
Using the integration of several of the James Feldman Associates companies
we can provide an integrated motivation program for your Internal Customers
as well as promotional opportunities for your External Customers as well. For
more information go to www.itcheque.com.
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