Business Between Hours: Customer Service and Retention

Presented by Don Hermann from Hermann Advantage Consulting, LLC
 
Customer Service and Retention provides a strong early impression of the business AND it also is an additional revenue generator.  It is through strong customer service and retention that you sustain the value of your business and enhance its overall value.

Those attending will learn of the key customer satisfiers and increased profitability from a strong customer service function.  An understanding of key negotiable and non-negotiable customer expectations along with methods to effectively manage each will be presented.  Further, you will learn the 3 key questions that must be asked and answered to ensure strong customer retention rates, the 6 negotiable tactics that can help solidify your customer retention efforts and how to use and manage those.

As a result, using these methods and understanding how to measure the performance of your customer service/retention activities can help business owners immediately improve their customer experience helping to ensure they have repeat business and customers for life.