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Ultimate Loyalty: Building Teams That Wow Customers  

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Leaders and managers who serve either external or internal customers and wish to increase customers' loyalty to the organization.

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Seminar Summary:

Unleash the passion of loyal employees to increase the loyalty of customers (see full course description)

 

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Training Course Syllabus:


Ultimate Loyalty: Building Teams That Wow Customers

By FranklinCovey—now available through AMA

To win the loyalty of your customers, first win the hearts of the people serving your customers. More than 70% of what makes a customer experience great is the behavior of frontline employees. If they are enthusiastic promoters of your organization, your customers are much more likely to be promoters too. It’s essential that employees feel like valued members of a winning team—and it takes the right leadership to inspire them to accomplish this.

Attend this course to learn the principles and practices needed to win the loyalty of employees and their customers. By implementing a series of strategic huddles, you will discover how to model, teach and reinforce empathy, responsibility and generosity.

How You Will Benefit

  • Learn how to build employee loyalty first, and then customer loyalty
  • Align the customer experience with customer expectations
  • Understand how to model, teach and reinforce the behaviors to earn loyalty
  • Adopt a deliberate, consistent process towards customer service
  • Execute strategies to discover your customers' underlying needs or goals


What You Will Cover

Leading Loyalty
Identifying and assessing the impact of three kinds of customers and employees
Following the Loyalty Huddle agenda
Teaching loyalty discussion guidelines
Explaining the Leading Loyalty Model for earning loyalty consistently
Assessing and improving upon personal application of loyalty principles and practice

Empathy
Modeling, teaching and reinforcing the principles of empathy
Identifying and shifting apathetic thinking to empathic thinking

Making a Human Connection
Modeling, teaching and reinforcing the principles of making a human connection
Make a genuine human connection with everyone – customers and co-workers

Listening to Learn
Defining the impact of patient, attentive listening on customers and employees
Modeling and teaching the practice of listening to learn
Improving listening skills

Responsibility
Describing the connection between responsibility and ownership of the customer/employee issue
Identifying and helping shift indifference in themselves and others
Modeling and teaching the principle of responsibility

Discovering the Real Job to Be Done
Describing what it means to discover the real job to be done
Developing a discovery mindset around customer needs
Teaching and modeling how to discover the real job to be done

Following up to Strengthen the Relationship
Strengthening relationships with customers and employees through effective follow-up
Teaching and modeling the guidelines for following up
Conducting effective follow-up conversations

Generosity
Identifying and overcoming scarcity thinking in themselves and others
Modeling and teaching the principle of generosity

Sharing Insights Openly
Recognizing the importance of sharing insights that help everyone learn and improve
Following a process for sharing insights that increases loyalty
Modeling and teaching others how to share insights openly



Who Should Attend

Leaders and managers who serve either external or internal customers and wish to increase customers' loyalty to the organization.

Seminar Time:

9:00 AM-5:00 PM (last day ends at 4:30 PM)

Seminar Summary:

Unleash the passion of loyal employees to increase the loyalty of customers (see full course description)

print this agenda print agenda for the Ultimate Loyalty: Building Teams That Wow Customers training seminar

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