Keeping Customers for Life, based on the best-selling AMACOM book of the same name, will set you on the path to 100% customer satisfaction and become your "bible" for achieving service excellence.

Learn how to:

• Seize Customer Service Opportunities (CSO)
• Resolve complaints and solving customer problems.
• Apply the "I.D.E.A." Process (Identify, Diagnose, Explore, and Act)
• Empower your frontline contact people to be proactive customer champions

Course Objective:

Understand strategies for improving overall customer satisfaction and the process for resolving customer complaints and problems.