Assessment

Through the introduction of this Customer Loyalty process, participants will assess their ability to understand and manage their emotions, recognize the emotions of others, and develop the ability to manage relationships with Customers and peers effectively. Participants will also assess Points of Connection in the Customer interaction process and learn how to turn those Points of Connection into positive outcomes for their Customers. They will also assess their communication styles, attitudes, goal setting techniques, and develop a plan of action that will increase their skill level to connect emotionally to Customers every time.

Goal Accomplishment for Success

Many people set goals—sometimes. Not only is it important to set goals, it is necessary to develop a detailed plan to achieve each goal. However, setting goals as it relates to Customer Loyalty skills will help Customer Service providers focus on developing the necessary behaviors or changing existing behaviors that will make their professional lives more effective.

Goal setting, like Customer Loyalty, is a state of mind. When setting goals they should be specific, measurable, attainable, realistically high, and contain target dates for accomplishment. 

Critical Issues Covered Within this Process

• What Do Customers Really Want?

• The Value of Customer Loyalty versus

Customer Satisfaction
• The Role of Empathy and Effective Listening
• Identifying Critical “Points of Connection” in the

Customer Interaction
• Developing Trust with the Customer
• Managing Emotions in the Customer Experience
• Effectively Managing Stress and Impulses
• Developing Goals for Positive Behavior Change
• Creating a Powerful “Connection” with the Customer 

The Results Are Measurable

• Customer Loyalty

• New Customer Growth
• Increase Loyal Satisfied Customers • Decreased Customer Complaints
• Increased Sales
• Satisfied Employees
• Improved Profitability
• Customer Referrals
• Loyal and Focused Staff