Boosting Technicians’ Customer Service Performance
Did you know that it costs six to seven times as much money to capture a new customer as it does to retain a current one? The purpose of this course is to teach technicians to understand and appropriately respond to the needs of customers in a way that promotes customer satisfaction and loyalty — the essentials for survival and profitability. The course will address the needs of both the technician and the customer.
Participants will learn to:
• The challenges faced by the technician in responding to the customer’s needs
• An appreciation of the customer’s viewpoint including his/her wants, needs, concerns, and expected outcomes
• Strategies for successfully melding the objectives of both technician and customer
• Language critical to ensuring customer satisfaction and loyalty, brand consistency, and a successful service resolution