Program Topic: When You Care, They Know!

When You Care, They Know!

QUESTION:

How Important Is Every Customer’s Experience With Those They Have Chosen To Do Business?

For years there has been training on the concepts of Customer Service, Customer Satisfaction and Customer Care, YET there has been something missing with the customer’s experience. The missing piece of the Customer Puzzle is Customer Appreciation.

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Without the feeling of being appreciated, the Customer:

doesn’t feel valued.
doesn’t feel respected.
only believes they are viewed as a “$” sign.

When You Care, They Know is the latest in Richard Flint’s Customer Research. It is designed to show that “the bridge between Customer Service and Customer Satisfaction is the feeling of being APPRECIATED.”

When You Care, They Know is about creating an environment where the customer feels appreciated. This program explores:

What Is Appreciation?
What Saddens Customers About Their Experience?
What Let’s The Customer Know They Matter?

The program concludes with an examination of the 8 Principles For Achieving Customer Appreciation. These 8 Principles are the pathway for building the emotional bridge between the concept of Customer Service and the result of Customer Satisfaction.

10 INSIGHTS PARTICIPANTS WILL WALK AWAY WITH THAT THEY CAN IMPLEMENT IMMEDIATELY
1	A clear understanding of what customer appreciation is and how to deliver it.
2	Sensing the difference between taking care of the customer and appreciating their presence.
3	Clarity on the difference between selling a product and paying attention to a customer’s total need.
4	Learning to connect the emotions of selling and caring.
5	Understanding the connection between “service” and a “whatever it takes” attitude.
6	The realization that taking care of the customer is not the starting point; it is the entire journey.
7	Learning how to dispel customer confusion before it creates an emotional reaction.
8	Clearly understanding the connection between respect, value and appreciation.
9	Understanding the meaning to “Moments Of Customer Touch.”
10	The power generated to demonstrating Customer Appreciation.

It is not about how much your people know about Customer Service. It is about their ability to connect Customer Service with the bridge of Customer Appreciation in order to create Customer Satisfaction. The lack of this understanding creates Customer Mistrust, Disappointment and the Loss of THEIR business.

Program Length: 3 hours

Targeted Audience:

Sales Training

Customer Relationship Development

Downloadable Materials:

All downloads are in PDF format and may be viewed using Adobe Acrobat Reader.