“One customer well taken care “of” could be more valuable than $10,000 worth of advertising.”
Winning Customer Loyalty: The 7 Habits of Outstanding Customer Service
Empower your most critical customer service people.
THE CHALLENGE
Customers demand in-the-moment solutions—are your team members empowered to make them?
It’s challenging to provide excellent customer service consistently at one location or on one team, let alone across your entire organization. Teaching people what to do is not enough. You must establish a foundation of empowerment so each person is able to make in-the-moment choices to delight customers, grow loyalty, and build your business.
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The Solution
Inspire frontline leaders to serve customers in ways that will delight them.
We focus on the critical paradigm shifts needed to build a sustainable customer-centric culture. These new paradigms enable employees to see themselves and their customers in a totally new way.
Employees learn to:
● Identify the greatest opportunities to win a customer’s heart.
● Behave in the ways that create loyal customers.
● Keep these behaviors “top of mind.”
● Define their unique customer service strengths and how to use them.
● Turn unhappy customers into enthusiastic promoters.
“The only way to earn customer loyalty is when your employees are inspired to make your customers happy. Only through an engaged and caring staff can you hope to turn customers into Promoters.”
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THE OUTCOME
Succeed with a customer-first culture.
Most customer service training focuses on skills—what to say and do. At FranklinCovey, we take an inside-out approach and focus on your beliefs and paradigms—who you are— to create a culture where every person puts customers first
This training is based on foundational books by two powerful leaders in personal effectiveness and customer loyalty: Stephen R. Covey, author of The 7 Habits of Highly Effective People which sold 25 million copies and Fred Reichheld, author of bestselling book The Ultimate Question 2.0, Bain Fellow and creator of NPS.
Popular Customer Loyalty Solutions
Leading Customer Loyalty™
Unlike other customer-service training courses, Leading Customer Loyalty transforms frontline managers from the inside out, and teaches them how to model, teach, and reinforce three principles (empathy, responsibility, and generosity) and six critical practices needed for earning loyalty.
Net Promoter System
FranklinCovey begins by insuring you have an accurate and reliable measurement of the customer service provided across your organization. We typically use a high co-op rate phone survey to capture a representative sample of all customer attitudes combined with email surveys to give every customer a voice.
Employee Loyalty and Engagement (ELE) Solution
The FranklinCovey ELE helps organizations measure and improve employee loyalty and engagement towards their most important goals. The process begins with a brief Web survey for employees followed by bottom-up action planning to drive organizational change.
