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Love your customers

and Love your difficult customers

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  • Overview

    The aim

    To learn how to deliver outstanding customer service.


    About the programme

    Hollywood celebrity John O'Hurley is as much as part of business as he is show business. A spokesman and voice for countless companies throughout the years, he is one of the top corporate motivational speakers in US. The companies in which John is an investor are highly customer service-related.

    Programme 1: Love Your Customers
    Love Your Customers demonstrates that in whatever line of work, customer service is a direct extension of the way both you and your company are viewed by the customer. This insightful programme reminds us that there are no small parts only small choices we make about how to treat our customers. In the end, the role we play is always our choice. It's a funny and memorable programme with a simple and a universal message.

    Programme 2: Love Your Difficult Customers
    John O'Hurley has certainly seen unhappy customers and knows that trying to satisfy one can be frustrating and difficult for even the most skilled service person. But all problems are solvable. Not only can you satisfy an angry customer, but also, if handled correctly, you can turn an angry customer into a loyal champion for your company! In this separate 11-minute programme, John O'Hurley provides you with four simple steps to help you provide great service to difficult customers:

    1. Take Responsibility: Remember that YOU are the company
    2. Listen and Confirm: Be sure that you understand their needs
    3. Empathise: Let them know you appreciate how they feel
    4. Provide Options: Empower your customer with options so that an agreeable solution can be reached


    The key outcomes

    -Provide first-class customer service
    -Benefit from greater customer loyalty
    -Learn to handle the most difficult customer


    Programme includes:

    DVD (includes both Love Your Customers 28 mins and Love Your Difficult Customers 11 mins)
    1 Action Guide for Love Your Customers
    1 Action Guide for Love Your Difficult Customers
    10 Pocket Reminder Cards for Love Your Customers
    10 Pocket Reminder Cards for Love Your Difficult Customers


    Information:

    Produced by Enterprise Media.

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Keywords

customer service, customer loyalty, difficult customers