UP Your Service! - Customer Service Training & Culture Building Programs, Articles & Tips

Course 300: Increasing Customer Loyalty™

This course teaches how to increase customer loyalty in different situations including how to recover when things go wrong, how to handle angry customers and how to effectively manage customer expectations. The course is as useful for those working with internal service partners as for those serving external customers.

Who should attend: This course should be attended by everyone who is concerned with or involved in retaining customers and promoting long-term customer loyalty. Especially relevant for those who encounter upset customers or difficult service situations.
Program 301 Up the Loyalty Ladder: What is customer loyalty? Learning Objectives Learn how to move customers up the loyalty ladder Discover how angry customers can damage any organization Appreciate the value of loyal customers and colleagues Program Contents The five steps on the loyalty ladder The power of first and last impressions Understand the high cost of disloyalty Appreciate the high value of loyal customers, staff and partners Calculate the lifetime value of loyal customers

Program 302 Superior Service Recovery: How to bounce UP when things go wrong Learning Objectives Understand the value of customer complaints Discover why fixing problems is not enough when things go wrong Recognize the three steps you must take to earn higher levels of loyalty Program Contents Identify the three key steps in effective service recovery Learn how to bounce back UP to higher levels of loyalty than ever before How to turn angry complaints into sincere compliments

Program 303 Handling Difficult Situations: What to do when your customer is really upset! Learning Objectives Discover the benefits of customer complainers and complaints Learn how to stay cool, calm and connected with upset customers How to make a 'wrong' customer feel 'right' (without making your organization wrong!) Program Contents How complaints help organizations improve and grow Three ways to stay calm when serving angry people Key steps to serving customers who exaggerate and make mistakes

Program 304 Managing Customer Expectations: Winning from the beginning Learning Objectives Learn when and how to "under promise and over deliver" Understand how to build goodwill by making and keeping a service promise Experience the value of making clear service promises Program Contents A proven tactic for managing customer expectations A long-term strategy to earn goodwill with customers and colleagues Eliminating confusion with clear service promises - promises you can keep.

Learn more about the College Curriculum.

Learn more about the Course Methodology.

Learn more about the Certified Course Leaders.

Learn more about the Culture Building Activities.