• 68% of customers leave due to poor treatment by employees – only14% leave for product performance reasons.
• It takes 12 positive customer experiences to overcome one negative experience.
• It cost at least five times more to attract a new client than it does to retain an existing one.

While customers increasingly demand more complete solutions and higher levels of service, we find that today's tight budgets and staff reductions often result in customer service ”shortcuts”. Further, reduced cross-functional cooperation contributes to rework and redundancy. These factors point to the need for all employees–not just those dedicated to customer service–to increase their focus on providing added value.

With Customer Focus' Delighting Customers for All Employees, Delighting Guests and Delighting Customers for Call Centers, your customer service and support teams learn to provide extraordinary service to all customers whatever the situation. In addition to strengthening the essential skills of building rapport, uncovering needs, listening, clarifying, explaining, and managing conversational flow, participants learn and practice handling complaints, resolving conflicts, and turning “I Can't” and other “service-killer” phrases into “Here's what I can do” responses. These skills and others are grounded in the unique Delighting Customers approach of Going the Extra Mile to surpass expectations and strengthen customer loyalty.

Click here to learn more about how your organization might qualify for a free pilot of Delighting Customers.