Increase Customer Loyalty
with Effective Response
"Writing Back!" teaches
you to easily and
effectively respond to
customer complaints and
compliments, achieving
service recovery when
things go wrong, and
increasing customer
loyalty - always!
Customer loyalty and "positive word of mouth"
are essential keys to
building your brand, and
maintaining a winning edge.
This intensive two-day
workshop is designed
and conducted by Ron
Kaufman. The course is
guaranteed to improve
your reputation and
increase customer delight.
Customers
do complain.
Customers who take
the time to complain are
often badly treated. They
are considered irritants,
aberrations, "pain-in-thenecks"
to be quickly
handled ... and just as
quickly forgotten.
Responding to complaining
customers is often
delegated to ill equipped
administrative staff,
or taken on by senior
managers who spend
inordinate amounts of time
writing labored letters of
apology and explanation.
Both groups lack proper
training. Writing back to an
upset customer is a golden
opportunity to succeed
with service recovery and
build even higher levels of
staff and customer loyalty.
Customers
compliment, too!
While letters of
compliment are certainly
more comforting to receive,
they are rarely answered
in a manner that boosts
customer loyalty and
increases the likelihood
of even more "positive
word of mouth". In some
organizations, letters
of compliment are not
answered at all.
Once again, lack of proper
training is behind this
missed marketing and
public relations opportunity.
The two-day "Writing
Back!" workshop will
build the skills you need
to quickly and effectively
increase customer loyalty
when you respond in
writing, in person and over
the phone.
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