From Vendor to Partner: Building Long-Term Relationships via World-Class Service (Online & In-Person, Denver Based)

Learning Objectives:
Upon completion of this program, participants will learn:

  • How to identify our real customers (we definitely have more than we think) and their real long-term needs
  • What we can do to improve customer relationships for increased retention and loyalty
  • How to give personalized service
  • How to earn true “world class” status in the eyes of our customers
Course Outline:

DETERMINING CUSTOMER NEEDS

  • Laying the groundwork for true partnership

DEVELOPING A CUSTOMER-FOCUSED MISSION STATEMENT

  • Staying consistent with our organization’s mission while focusing on individual customer requirements

IDENTIFYING HOW WELL WE ARE PRESENTLY MEETING CUSTOMER NEEDS…

  • …and ways we can continually improve

ALIGNING WITH CUSTOMER NEEDS

  • Processes, structure, people, information, decisions, and rewards—everything needs to work together

HANDLING UPSET AND DEMANDING CUSTOMERS

  • Using courtesy and tact when things aren’t going smoothly

BUILDING TRUST & RAPPORT TO INCREASE RETENTION & LOYALTY

  • The transition from “vendor” to “partner”

Course Length:
1/2 Day - Full Day