Customer Care Is Not a Department
It's a Culture
Your team deserves to know how to deliver great service just like the best organizations in the world do. We work with your team to ensure that best outcomes are provided for all. Not just for the customer, but also making consistent and fiscally responsible offerings that are sustainable for the organization.
Not sure if you are in need? OUCH! This may hurt a little.
Here are the reasons customers leave, according to the U.S. Small Business Administration and the U.S. Chamber of Commerce:
68% leave because they are upset with the treatment they’ve received (Customer Service)
14% are dissatisfied with the product or service
9% begin doing business with the competition
Customers Don't Leave Over Price!
73% of customers leave because they are dissatisfied with customer service, but the company losing the customer thinks only 21% leave because of customer service. The company losing the customer thinks 48% leave because of price, when in fact only 25% do so. Source: RightNow Technologies
Onsite Customer Care Training
Your Staff Makes Immediately Significant Improvements in the
Quality of Your Customer's Experience
You choose the participants:
Training for all-staff ensuring an overall consistent customer experience
Super deep dive with your front-line, customer-facing Staff
What You and Your Staff Will Gain From This Intensive Onsite Training:
Understand and use 'Deep Empathy' to build better, stronger, more honest relationships with Volunteers, members and customers.
Provide responses and information without becoming a robot.
Provide customers with thoughtful, clear & consistent responses.
When to make 'exceptions' to the rules to delight the customer (and what to say when you can't)
Manage anger and conflict to resolve short & long-term issues with Volunteers, members & customers.
And, so much more!!!
Here's a Tiny Sample of What Your Team Will Learn to Implement with Consistency:
Marla Benson is Your Customer Care Expert
In addition to Marla Benson's Conflict Management-specific credentials, her Communication Skills and Customer Service track record has touched thousands of professionals for 20+ years.
As eHarmony.com's Director of Training & Development, Marla Benson designed World-Class Customer Care Systems & recurrent training to strengthen customer service for every kind of situation...and for dealing with unhappy customers.
She has been a Customer Care Consultant to organizations including Disney Resorts, Ovations Food Services, Marriott Hotels, Anaheim/Orange County Hotel & Lodging Association, Shell Hospitality, The Mountain Winery and many more.