Ensuring Lifelong Customer Loyalty
|
| Duration: One day |
|
|
|
|
Consumer research proves that having satisfied clients is no longer enough to assure a stable market share. Instead, the goal is now completely satisfied clients. This requires interpersonal expertise in every client staff interaction. What companies do to service their customers and how they do it is critical in acquiring a competitive edge, a cornerstone to increased revenues and profits. This program identifies the opportunity moments in all common customer service interactions, from initial contact through problem resolution. Role-playing, modeling and other skill-building activities will assure that you master the techniques to turn new, bored or disappointed clients into loyal champions of your services.
| Topics include: |
• Creating immediate rapport
• Determining caller needs
• Forbidden phrases |
• Offering additional products and services
• Overcome objections
• When and how to say "no" |
| Benefits of attendance: |
• Develop effective and lasting customer relationships
• Develop interaction and skills checklists for continuous improvement of your customer service
• Examine Do's and Dont's of effective customer interactions |
• Gain insight into dealing with angry / difficult customers
• Learn techniques for active listening and responding to customers needs
• Learn techniques to reduce customer disappointment and dissatisfaction |
| Staff from the following areas should attend: |
• Branch Office
• Customer Service
• Investment Banking |
• New Accounts
• Sales
• Shareholder Services |
|
