DURATION

0.5-2

DAYS

PARTICIPANTS

14-28

FACILITATORS

1

OR MORE

CXOs

0

N/A

We customize all our programs. These numbers reflect a typical offering and should only be used as a guide.

Customer Experience Excellence

Keeping the Promise

Customers and clients are the lifeblood of every company. It is through them that your goals are achieved – revenue, growth, profitability. This is accomplished by concentrating on their goals and objectives. What is it that they want or need to accomplish? Any time a sale is made there is an explicit and/or implicit expectation of what your offering will do. There is a promise – a commitment to uphold. How do you keep that promise? What happens if that promise is broken?

Customer and client services personnel and are often the face of a business interacting with customers more than any other group. Are your service representatives or engineers more concerned with what your business wants or with what the customers want? Do you know what they want and expect?

Are you doing everything you can do to retain your customers? Are you making sure that your customer service associates meet your customers’ expectations every time – keeping the promise?

FRANK PREVOST

We have trained thousands to deliver on the promise. Not in a prescriptive, off-the-shelf manner, but by developing tailored customer service programs based upon the client company’s needs and goals. One size most certainly does not fit all.

Outcomes

SGA can help you create and increase trust and loyalty with your customers so that they know they can rely on, depend on, count on and bank on you.

  • Make customer interaction a source of competitive advantage, building barriers to entry.
  • Learning to deal more effectively with tense situations and upset customers.
  • Manage the customer experience from the customer’s perspective.
  • Adapt to the customer’s interpersonal style and priorities.
  • Empathize with customers, their needs, circumstances, and interpersonal priorities.

Customer Experience Excellence

What people have said about this program

SGA will work with you to develop an interactive program that will complement your business model and help you deliver a consistent, positive approach to problem identification and resolution.

– A Service Director

This was an excellent program and should be presented to all employees.

– Participant

By far the best of its kind.

– Participant

+1 (203) 972 8111

HAVE QUESTIONS? CONTACT US   9 a.m.– 5 p.m. EST