Personalizing the customer experience to each individual customer will keep customers happy and employees happy too.
A happy customer is not only more likely to return to your business but also to recommend it to their friends and family, ultimately increasing your customer base. On the other hand, an unhappy customer can quickly spread negative feedback, potentially damaging your reputation and deterring new customers. With the cost of acquiring a new customer significantly higher than retaining an existing one, it's crucial to focus on keeping your customers happy. By managing critical moments, turning complaints into opportunities, and making good customer relations everyone's business, you can improve customer retention rates and increase the value of your average customer. Ultimately, customer satisfaction can make or break a business, and it's essential to prioritize it at all times.
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Agenda
Customers Stay Loyal When They Love You
- Customers Talk
- 5/11 Rule + the Internet
- What They Say About You Is All Perception
- Your Job Is to Manage Perception While Conveying Information
Connecting With Customers Improves Perception
- The Sane Formula - 4 Steps for Bonding
- Managing Perception Is Everybody's Job
Complaints = Opportunities to Shine
- The Target Model
- Thank Them
- Apologize
- Reassure
- Get the Facts
- Expedite a Solution
- Take It a Step Further
Leave Them Crying for More
- Respond Quickly
- Follow up
- Be Honest
- Don't Treat Customers Like Customers
- Let Customers Save Face
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More Program Information
Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Credits
OnDemand Course
This course was last revised on May 11, 2023.
Call 1-866-352-9540 for further credit information.
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Faculty
Larry Johnson
Johnson Training Group LLC
- Johnson Training Group LLC
- In-demand speaker and organization culture expert
- Has presented more than 300 webinars for various clients and has delivered more than 2,000 presentations for association conferences, corporations, and government organizations, in-cluding SHRM (Society of Human Resource Management), Harley-Davidson, and Training Magazine 2020 Conference & Expo
- Co-author of two top-selling books, Absolute Honesty: Building a Corporate Culture That Values Straight Talk and Rewards Integrity and Generations Inc. — From Boomers to Link-sters — Managing the Friction Between Generations at Work
- Wrote for Huffington Post, has been quoted in the Wall Street Journal and the Harvard Busi-ness Review, and has been interviewed on CNN
- Has written more than 200 published articles on the topic of improving organizational culture
- Certified Speaking Professional (CSP) from the National Speakers Association
- M.A. degree in counseling psychology, Northern Arizona University; B.A. degree, Arizona State University
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More Program Information
Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
All of your training, right here at Lorman.
Pay once and get a full year of unlimited training in any format, any time!
- OnDemand Courses
- Live Webinars
- MP3 Downloads
- Course Manuals
- Executive Reports
- White Papers and Articles
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- State Specific Credit Tracker
- All-Access Pass Course Concierge
Questions? Call 877-296-2169 to speak with a real person.
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