"New Solutions to Old Problems"

 

Customer Loyalty

Based on Jeffrey Gitomer's book
"Customer Satisfaction is Worthless;
    Customer Loyalty is Priceless"

Course Description:

Customer Loyalty is the measure of your present and future success. Satisfied customers will shop anywhere. Loyal customers will encourage others to buy from you and FIGHT before they switch! What would you rather have, 1,000 satisfied customers or 1,000 loyal customers?

This one and two day course will help your employees gain an awareness of their own personal philosophy and beliefs, discover exactly what customers want, learn a secret formula for how to treat customers every time, identify what is wrong with the customer service they give, assess their customer service abilities, and learn how to create memorable experiences for your customers.

In this course, your employees will watch short video vignettes from Jeffrey Gitomer, participate in classroom activities, role plays, and discussions, complete workbook exercises, and receive skill practice exercises to complete out-of-class.

Course Goal:

The goal of this course is to provide your employees with a framework that will enable them to apply Jeffrey Gitomer's customer loyalty lessons to their personal and professional lives.

Learning Objectives:

By the end of this course, your employees will:
  1. Gain an awareness of their own personal philosophy and beliefs.
  2. Articulate a 21st. century understanding of the customer.
  3. Demonstrate an understanding of the principles of customer service.
  4. Convert real world customer service lessons into customer loyalty actions.
  5. Apply the principles of customer service success to build loyalty with your customers.

    6.