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Customer Service

The art and science of building and maintaining
customer trust, respect and loyalty

 Knowing what to say and how to say it to both internal and external customers, whether they are satisfied or disgruntled, is a valuable skill that is vital to success in today’s ultra-competitive business environment. Did you know, Marketing research data shows it is 7 to 10 times more costly to acquire a new customer than it is to retain your existing customers? It also shows when one unsatisfied customer tells a friend or business associate you could loose up to 10 potential customers.

Evaluating your needs

A vague or "Yes" response to any of the questions below indicates you or your company will benefit from a program to evaluate, target and enhance customer service skills.

  • Are your performance measures below 90%?
  • Have customer retention or co-worker relationships become problem areas?
  • Is managing and resolving customer or co-worker conflict taking up valuable time you know could be used more productively?
  • Are you failing to collect or routinely utilize customer service evaluations?

Intervening with the right skills

If you’re a highly trained professional, a CPA, attorney, doctor, dentist or engineer, and you find you are challenged when dealing effectively with disgruntled customers or building relationships with existing customers, it’s time for you and your company to get to know the capabilities of M. Rosenberg Consulting. We will design and build customized programs to target and improve customer service scores. Additionally, we will show you pathways to improve performance using easy to learn techniques to enhance your emotional intelligence, address and resolve conflict and negotiate effective win-win solutions and agreements. All programs utilize proven methods that result in:

  • Emotional intelligence enhancement:
     the innate ability to respond to situations in a respectful and empathic fashion
  • Managing conflict:
     the ability to focus attention on the real source of disagreement, diffuse emotional tension and restore open dialogue
  • Negotiating win-win solutions:
    the ability to maintain an open dialogue, understand all sides of a disagreement and craft a solution all parties can support

Bottom Line Impact

Whether your business is large, mid-sized or newly launched, having a system in place for internal and external customers to evaluate your performance, and for you to take appropriate action based on this feedback, is vital. This will ensure effective service recovery and customer retention. Additionally, possessing the skills to resolve conflict and negotiate effectively are vital to a financially and organizationally healthy company.
Customers hold the power. They have the choice to go elsewhere.

 

  

 

 

It is 7 to 10 times
more costly to
 acquire a new
customer than it
is to retain
your existing
customers


Developing Individuals,

Teams and Organizations

for Excellence


EXECUTIVE COACHING

TRAINING

BUSINESS DEVELOPMENT

 

We create bridges to achieve alignment
and grow success

M.  ROSENBERG CONSULTING

206-427-0673
rosenberg.m@comcast.net

 601 Union Street, Suite 4200
Seattle, WA  98101 

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