One of the most powerful things a small business owner can do is take time to understand the customers’ expectations. That is the first and most critical step towards achieving greater customer satisfaction.

Learn how tactics and staff training can be implemented to ensure that customer expectations will be met or exceeded. Learn about the 6 Benefits of Customer Satisfaction. Understand the importance of The Moment of Truth.

Attendees will also learn how to minimise customer dissatisfaction by implementing service recovery tactics.

Learning Objectives:

1. Understand customer satisfaction.
2. Learn about the 6 Benefits of Customer Satisfaction.
3. Identify how to apply The Customer Satisfaction Formula to your business.

Learning Outcome:

1. Increase customer loyalty and positive word of mouth promotion.
2. Maximise customer satisfaction by training your team to ‘do it right the first time’.
3. Minimise customer dissatisfaction by implementing service recovery tactics.