Description

This class can help you and your organizations go beyond customer service to retain and satisfy established clientele. Within this self-study guide are 50 useful tips to increase customer satisfaction, generate meaningful feedback, and develop loyalty.

Table of Contents

Part 1: Customer Service and Beyond
The Importance of Customer Service to Business Success
The Cost of Poor Customer Service
Keeping Your Customers
Reasons for Poor Service
Lifetime Value of a Customer
Lifetime Value and Marginal Net Worth
Customer Service: One, Two, Three

Part 2: Know Your Customer
What Customers Really Need, Want and Expect
Determine How to Satisfy Customers
How to Get to the WOW Factor
Managing Angry Customers

Part 3: Customer Retention
Developing Customer Retention Programs
Internal and External Service
Retention Through Value Chains
Value-Added Service
Customer Service Marketing
Service Recovery: Another Look
Retention Through Training
Tips for Long-Term Customer Retention

Part 4: 50 Ways to Keep Your Customer
Your Key to Long-Lasting Success
50 Ways to Keep Your Customers for Life
A Final Thought About Retention
25 Customer Retention Programs That Work