Description
Overview
Research at the University of Texas found that customer satisfaction is no guarantee of customer loyalty – that loyalty only comes from customers who love you. Companies like Disney, USAA, Nordstrom Department Stores and Wegmans Supermarkets figured that out long ago so they provide customers with experiences that make customers love them. Larry Johnson will show you how to make your residents love you.
Areas Covered in the Session
Content covered:
- The “5/11 Squared Formula” as it applies to word-of-mouth advertising
- Creating positive customer perception from the first point of contact
- The importance of timely responses to customer requests
- How to manage resident expectations so you don’t disappoint them
- Identify five bonding behaviors that will put customers on their side
- The Lagniappe principle that will keep customers on your side
- Five critical questions to empower staff to solve customer complaints
- Turning complaints into opportunities to shine
- Twelve “no no’s” guaranteed to get rid of customers
- How to deal with customer anger in a win/win way
- How to keep your cool when customers are nasty, impolite and rude
- Why delivering great customer service is good for your heart and soul
Who will benefit
- Anyone who works directly with customers
Instructor Profile
Larry Johnson, is the co-author of two top-selling books: Absolute Honesty: Building A Corporate Culture That Values Straight Talk And Rewards Integrity. He’s also written for Huffington Post and has been quoted in the Wall Street Journal and the Harvard Business Review. Larry has written more than 200 published articles on the topic of improving organizational culture.
Larry has delivered more than 2000 presentations for association conferences, corporations and government organizations including:
• SGMP (Society of Government Meeting Planners)
• SHRM (Society of Human Resource Management)
• Southwest Airlines
• Harley-Davidson
• Training Magazine National Conference & Expo
He’s also presented more than 300 webinars for various clients
