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Customer Service and Centricity

About the Program

Customer expectations are always evolving. Industries like technology, consumer goods, and retail offer quality customer service experiences, and are influencing consumer expectations for other industries. Ninety-four percent of customers say a positive customer service experience makes them more likely to make another purchase.

On the flip side, poor service experiences cost companies. Unhappy customers may contact the company, share their disappointment on social media, or leave negative reviews. After a bad experience, some people never return.

Program Topics:

  • Customer Service Fundamentals

  • Converting Complaints into Opportunities

  • Identifying and Managing Customer Expectations

  • Strengthening Customer Relationships

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