The Emotional Solution to Customer Retention This new program will teach you how exercising empathy can reward you with enormous profits and a dramatic culture shift; even if you already believe you are in a customer-centric organization.
These days, the world is so complex customers need you to ease their fears about buying your products and services. They need you to be an empathetic, trusted advisor who understands their point of view...not merely a person who completes the transaction.
"If you want lifetime loyalty, stop training customer 'service'...and start coaching customer EMPATHY." This dramatic attitude shift goes straight to the heart of the customer experience. Ross Shafer defines Customer Empathy as, The ability to identify, interpret and appropriately respond to the customer's emotional state - before, during, and after the transaction.
Learn the following lessons:
- 1. Learn why your customers/clients/patients feel so vulnerable, helpless, anxious, and out of control, today.
- 2. Customers want you to provide Empathy...NOT "service."
- 3. When people love you, they will give you more money.
- 4. Why the iPod, Facebook, Twitter, and MySpace have made it vitally important that YOU must create a "personal brand" with your customers.
- 5. Learn why Customer 'Evaluations' can do more harm than good.
Key Learning Points:
- 1. Customers Want Empathy...NOT Service.
- 2. Perform Like a Talk Show Host. Show Extreme Interest.
- 3. When People Love You, They Give You More Money.
- 4. Eliminate the Fear of Doing Business With You.
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