Superior service is something customers expect from the businesses they patronize. Yet, rarely does even the most mundane customer service program, such as walking customers to an item they are looking for achieve 90% compliance at store level. Why? Few operators take time to:
- Determine what the customer really wants from us. They guess!
- Select and perfect a finite number of personalized, impactful customer service programs. They shotgun!
- “Sell” these programs to their people. They dictate!
- Benchmark and celebrate their success. They assume!
This session explains how to avoid these mistakes and achieve the distinctly powerful competitive advantage of superior customer relations.
Length: 60 minutes – 3 hours