Tourism Development and Education
Customer Service Training
68% of people who leave a business say they do so because of poor customer service. This statistic alone should be a wake-up call for all of us. A renewed emphasis on customer service is vital to our success. The reward for our efforts is a loyal customer who returns again and again to purchase our product or visit our destination. To earn our customers’ repeat business we need to focus on Attitude, Consistency, Service and Teamwork. Attitude is EVERYTHING.
Why focus on Customer Service?
- It costs 5 to 6 times more to attract new customers than to keep existing ones.
- Companies can boost profits anywhere from 25 to 125 percent by retaining merely 5 percent more existing customers.
- A 2 percent increase in customer retention has the same effect on profits as cutting costs by 10 percent.
- Happy customers tell 4-5 others of their positive experience. Dissatisfied customers tell 9-12 how bad it was – or worse – they post their complaint on YOUTUBE.COM where it can potentially be viewed by thousands.
Contact Bobbie Walker to schedule a customer service training workshop for your front line and management staff.
Program Objectives
- Identify why customer service is beneficial to your business and your community
- Identify and practice positive behaviors that enhance customer service skills
- Learn to treat your co-workers as your INTERNAL customers
- Give front-line employees the confidence and support they need to shine as hosts
- Lead by example
Related websites…
www.media-partners.com
Training DVDs:
GIVE ‘EM THE PICKLE
Fish Philosophy
The Guest
And much more….
www.customerservicemanager.com
A great (free!) newsletter with lots of customer service training tips