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Categories by Subject: Customer Service

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Developing a Customer Retention Program

Developing a Customer Retention Program
How to increase repeat business and build customer loyalty

Today, good customer service isn't enough. You have to go the extra mile. You have to make your customers look for you -- and choose you -- time after time.

Customer Service expert, Lisa Ford, shows you how to build the emotional partnerships with your customers that lead to lifetime loyalty. Implement the step-by-step customer retention approach this program offers throughout your organization -- and watch your sales rise and your defections drop.


  • 7 specific ways to learn how customers really feel about your organization
  • A 3-step process for determining the true cost of losing a customer
  • Tracking exiting customers: why they're leaving, and what you can do to turn them around
  • Handling repairs, complaints and refunds in a way that actually builds business
  • 6 questions that will help you examine how well you currently handle complaints
  • How to deliver "outrageous" service to help you maintain customer enthusiasm
  • Effective ways to stay in touch with your customers
  • How to more effectively train customer service people
  • And much more!

Qty Product Code Item Price
Developing a Customer Retention Program - 4 DVD set with PDF workbook 20593DVD US $199.95