Delivering Excellent Customer Service that make a positive lasting impression on customers takes more than courtesy…. it’s much more! It starts with understanding that Excellent Customer Service is from the customers’ point of view.
Many organizations spend a lot of time looking inwards without taking necessary right measures. The truly customer centered organization takes time to think through the procedures & systems that work best for the customer. This puts the customer at the very center of the organization. It costs you five times as much to win a new customer than to keep a current one. But retaining customers will not come naturally- customers are not loyal by nature.
Excellent customer service is the key to customer retention. Service excellence is an attitude engrained in every department and it begins and ends with the staff, from the lowest employee to the CEO. Excellence is a consistent, premium service at every point of contact, set by a service oriented tone that drives the company’s’ strategy at every level. Connecting to customers on an emotional level is the key to establishing a lasting relationship with the brand.
Beyond simply delivering the product, one must develop strong bonds with the customers. It is essential that you provide a unique customer experience by proactively anticipating your customers’ needs and expectations and exceeding them, every time. Customer Care & Customer Service is the biggest challenge ahead of every organization.
Citadel Consulting offers programs to specifically address these needs enabling the participants to take back an action plan that could be put to immediate use.