Beyond Customer Service to Customer Loyalty

During the continuing ramp-up of service-oriented industries, a mastery of customer service can mean the difference between success and failure. This continuing trend focuses on raising customer service to an art form, treating service as a product that needs to be learned inside and out, and marketing service to customers as vigorously as if it were a direct revenue producer.

Unfortunately, in many companies the customer seems be treated like the low rung on the ladder. When customers are not treated according to their expectations, they take their business elsewhere. What's more, they usually communicate their poor service experience to many other people. On the other hand, the rewards for exceeding internal and external customer expectations can be plentiful.

The question therefore becomes not whether to improve your organization's service standard, but how to do so in a way that dramatically influences customer/client/patient attitudes and behaviors.

The Paradigm Associates Customer Service Development Approach

The core of Paradigm Associates Customer Service Development process is outlined below. In order to best meet your needs while you are continuing to "run the business" on a day-to-day basis, this process is designed to be extremely flexible. This means the decisions about the frequency and duration of the implementation sessions are reached jointly.

The components employed to help both the individual executive and the organization accomplish the desired results include:

• Written materials that ensure that everyone has the opportunity to start out with the same level of knowledge.
• Audio materials that are effective to help the subject matter become "internalized" through reinforcement and spaced repetition.
• A Workbook that both challenges and helps distill thought processes.
• A high degree of interaction among participants, in order to develop both consensus and commitment.
• A facilitator who will act as an "equal opportunity harasser" in order to maximize the beneficial outcome of the implementation.

Customer Loyalty Development Content Overview

Beyond Customer Service - Creating Custom Loyalty

Creating and Measuring Customer Loyalty

Effectively Managing Stress and Impulses

Goal Accomplishment for Success

Always Creating a Powerful Connection

Your Personal Development - includes evaluating your mental, social, financial and physical self-development, your family life, your ethics and beliefs

• Dream Inventory
• Self-Evaluation
• Goal Planning
• Goals Accomplished