Customer Service, Satisfaction & Loyalty Training

A 5% increase in customer loyalty can boost profits by as much as 25% to 85%. Research has shown that satisfied clients lead to greater profitability and growth.

When Harvard Business Review asked consumers what dimensions of customer service they would most like to see companies measure, the highest number (65%) said "knowledgeable employees." Consumers defined these desirable employees as being able to "answer my questions without putting me on hold, searching for someone, or transferring me."

62% said "treats me like a valued customer" and 54% said "demonstrates desire to meet my needs." The lowest percentage, 31%, wanted "relevant/personalized service."

Any way that you cut it, to thrive, organizations must create positive experiences for customers with each and every interaction. These customer experiences drive repeat business, cross-selling and up-selling of services, loyal customers, and referrals. It also decreases the overall cost of service and the cost of sales.

LSA Global helps leading customer service organizations and contact centers to:

• Reduce turnover
• Improve customer satisfaction, customer loyalty, and customer retention
• Increase cross-selling and up-selling
• Improve product knowledge
• Resolve more calls the 1st time
• Handle increased competition
• Clearly differentiate products and/or brands
• Capture the voice of the customer to improve customer interactions
• Balance quality and quantity measurements
• Assess the culture to diagnose performance gaps
• Test, interview, on-board, and coach service representatives/associates

These customer loyalty practice solutions are spread across the 4 key areas listed below:

Please contact us to learn how our customer loyalty expertise has helped leading organizations drive customer loyalty and growth in such as:

1. Diagnostic and Strategy

2. Service Excellence

3. Coaching and Mentoring

4. Aligning the Call Center