Creating CEOs ™

Training Customer Experience Owners

Creating CEOs is the only training program that prepares your employees to be CEOs: Customer Experience Owners. Creating CEOs is a one-day, on-site, service-skills training program for employees at all levels, who serve external or internal customers.

The program combines the skills, beliefs, and values to make your employees responsible service leaders who build loyalty with even the most challenging customers, while building teamwork, increased sales, and a customer-focused culture. Creating CEOs includes eight 50-minute modules, pre- and post- blended learning, measurement, reinforcement, on-the-job tools and coaching to ensure lasting change.

AFTER CREATING CEOs YOUR EMPLOYEES WILL:

• Take responsibility for customers’ experiences.
• Create memorable experiences.
• Problem-solve and innovate.
• Uncover sales opportunities.
• Delight even upset customers.
• Project positive values.
• Build teamwork.

PLUS, THEY’LL LEARN TO:

• Gain acceptance for ideas.
• Negotiate solutions.
• Avoid misunderstandings.
• Give GEMs™ that Go the Extra Mile.
• Manage customer expectations.
• Handle abusive customers.
• Manage stress.

PROVEN SKILLS TRAINING:

• Expert–designed.
• Fast-paced activities.
• Flexible, modular format.
• Mastery learning and testing.
• Adaptable for all levels and jobs.
• No mandatory trainer certification.
• Use our trainers or we’ll train your trainers.
• Full customization available.

Did you know?

• Eighty percent of companies believe they deliver a superior customer experience, and only 8 percent of their customers agree.
• Low service-quality companies average 1% ROS and lose 2% market share a year. High service-quality companies average 12% ROS and grow 6% a year.
• Only 4% of unhappy customers ever complain. 90% of non- complainers just go elsewhere.
• If you solve a complaint, most (50% to 70%) will stay. Solve it immediately and 95% will stay.
• The average lifetime value of a customer is 10 times his or her initial purchase.

Sales Effectiveness, Inc.

770-552-6612
This e-mail address is being protected from spambots. You need JavaScript enabled to view it
www.saleseffectiveness.com
©copyright 2008 customer Focus, inc. all rights reserved.