What you will learn:

• How to take a more holistic approach and measure the quality of service and support devoted to every touch
  point
• Understanding that each part represents the whole organization and customer experience
• How investing in loyalty management, customer satisfaction, and retention make business sense and its
  impact on your bottom line
• How to audit the current customer service touch points. Customer expectations versus reality
• How to identify what works and what doesn’t
• How to define failsafe options along the way to keep the process moving, leading the customer to a positive service experience
• How to redefine the customer touch point processes (Both infrastructure and work/call flow along with service skills gaps)
• How each customer touch point sets the tone of the overall experience and how service skills are at the core of the process
• How to define and implement customer service metrics to accurately measure the customer touch points that are most important

Workshop Details:

• Four-hour workshop / plus one-hour post workshop skills practice (for those who choose to participate) to develop a customer retention program that fits your organizaion's needs and also shows your customers that you value their business
• Maximum 25 attendees
• Audience: Managers, supervisors, or anyone within the organization that has an impact on service deliery.

NOTE: Please fill out the following form completely in order to request more information about this workshop.