McDonald’s, Disney, FedEx, Wal-Mart, Microsoft and others all had great concepts, but it was an initial commitment to communicating exactly what they would do for their exact target market that allowed (and allows) them to sustain customer service and the resulting loyalty. By knowing exactly what they will deliver and how they will deliver it, these companies can teach internal customers to deliver consistently over time. Leaders in the organization serve their teams and departments. The way they serve is how the employees will serve the external customer. As such, nurturing the internal customer relationships becomes a pivotal focus of all company leaders.
You will learn:
- Why you should nurture both the internal and external customer relationships.
- Four building-block steps to building strong relationships.
- How to invert your organization where the customer is supported by the pillars of teamwork and process improvement.
- Understand that being a customer-driven organization involves benchmarking and analytics that strive for continuous improvement.
- To thrive on feedback and act on it to make the search for and deployment of solutions legitimate in the mind of the consumer.
- Improve customer satisfaction
- Quality service delivered with professionalism
- Customers feel valued by your organization
- Customer satisfaction increased
- Reduced call times
- Resolutions provided in a speedy and timely manner
- Learn simple techniques to handle angry customers
- Empower employees to exceed customer expectations