Make and Take Customer Service and Retention

Is the customer always right? Not exactly, but it is 10 times more expensive to bring in a brand new customer than it is to keep one you already have! Using the Make and Takeä Customer Retention Plan, you will leave this session with ready-to-use tactics and templates to increase customer value, participation and profits. By exploring “old-school” and high-tech tools – you’ll learn how to transform casual (even disgruntled customers) into raving fans and a powerful secret sales force.

Length	3 hours
Learning Outcomes: Participants Will Learn:	1.Create a Make and Takeä   Customer Retention Program for immediate action and implementation 2.Assessment tools to manage and improve front-line and direct customer communications 3.Explore online and mobile apps to monitor, engage and reward customer loyalty. 4.Online and offline social networking strategies to stay connected to customers all year long. 5.Use simple research methods to stay on the cutting edge of quality 6.Design and distribute quantitative customer surveys on-site and on-line 7.Nine simple steps to handle a customer who is miffed, irate, upset, or just plain mad. 8.Follow-up techniques to turn even disgruntled customers into advocates.
CEU Session Outline
Topic		Method of Delivery	Outcome from Above	Time
Session Outcomes and Overview		Lecture and large group feedback	3	15 minutes
Customer Care – Do you have what it takes?		Self Assessment	2	15 minutes
What Today’s Customer Wants and Needs		Lecture Video	2	15 minute
Make and Take Customer Retention Plan		Guided Individual Activity Partner Feedback	1	45 minutes
Break
Dealing with Difficult Customers Types of PITAs Nine Steps to Turn it Around Follow-up techniques		Role Play Large Group Sharing Individual Exercises	7	30 minutes
Research Methods		Online and offline templates Survey Edit	5, 6	20
Awesome Apps and Cool Tools to Monitor Engage Reward		Demonstration Hands-on Learning	7, 8	40 minutes
Target Audience	All
CEU Session	Yes
Speakers	Jodi Rudick Park Ink 3694 Strata Drive Carlsbad, CA 92010 Phone: 760-809.3231 Email This email address is being protected from spambots. You need JavaScript enabled to view it.

 

Conflict Resolution

 

Workshop Description:

Is the customer always right? Not exactly, but the customer is the boss and must be treated like a valued guest. With the right skills and attitude, internal and external customer problems, disputes and complaints truly can be transformed into opportunities. Participants will learn:

    The real reason why problems arise

    What an angry customer really wants

    What to do if a customer is irrational or abusive

    Nine simple steps to handle a customer who is miffed, irate, upset, or just plain mad.

    How to handle the special needs of internal customers such as co-workers, bosses, other divisions and departments

    Win-win negotiation solutions for each and every problem

    Follow-up techniques to turn a disgruntled customer into your best ally

    What to do when you're at the end of your rope (It happens to the best of us!)

 

 

 

 

Proactive Retention

 

Workshop Description:

It is five times more expensive to bring in a brand new customer than it is to keep one you already have! This program takes your department to the next level of customer care by using a team approach to creating a proactive customer retention and retrieval strategy. Participants will learn how to:

    Use simple research methods to stay on the cutting edge of quality

    Design and distribute quantitative customer surveys

    Conduct and facilitate customer interviews and focus groups

    Collect ideas, feedback and survey results to design customer driven programs

    Assess why some programs and marketing efforts fail

    Create a Customer Retention Program for immediate action and implementation