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WE SPECIALIZE IN ORGANIZATIONAL LEADERSHIP & INDIVIDUAL EFFECTIVENESS
LEADING CUSTOMER LOYALTY
More than 70% of what makes a customer experience great is the behavior of frontline employees. Great behavior doesn’t happen without inspiration and accountability, and that requires a bottom-up approach—not the typical top-down corporate method. If your employees are enthusiastic promoters of your organization, the sentiment will resonate with your customers too.
“Treat your employees exactly as you want them to treat your best customers.”
Leading Customer Loyalty is a one-day work session for frontline managers to learn the principles and practices needed to win the hearts of employees and their customers. Managers leave with a clear understanding of how to model, teach, and reinforce empathy, responsibility, and generosity.
PARTICIPANTS WILL LEARN TO:
- Make genuine human connections.
- Listen and communicate with empathy.
- Discover the real "job to be done" for customers and employees.
- Follow up to learn how to improve and resolve concerns.
- Give and receive feedback that builds people up.
- Inspire the team to share their best thinking and ideas.
- Run effective loyalty team huddles.
True customer satisfaction comes from their interactions with your frontline employees. Using the bottom-up approach to leadership, team members express trust and admiration for their organization, which resonates through every outstanding customer experience.
Public Program
- Training session whichattendedby participants from differentcompany/background into one class session.
- You can enroll your employees in a live in-person or live online public workshop.
In-house Training
- Exclusive training for your organization with standard content or tailored content to fit your needs in a live in-person or live online inhouse training.
Client Certification
- For organizations seeking cost-effective ways to implement solutions involving large populations of managers and frontline workers, FranklinCovey certifies on-site client facilitators to teach our content and adapt it to their organization’s needs.
FranklinCovey's All Access Pass
- The pass comes complete with tools, assessments, videos, digital learning modules and all of FranklinCovey’s training courses—available live in-person and live online.
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