One of the burning questions every leader has asked and contemplated over and over is:

“How do I equip my employees to provide the best service that also promotes our reputation and customer loyalty?”

Notice that question spotlights reputation and loyalty rather than customer satisfaction. There is strong evidence that customer satisfaction does not guarantee a good reputation or customer loyalty. Research indicates that there are six skills that give your employees the advantage to creating customer loyalty and a desired reputation.

The focus of this course is on building vital behaviors that enable your team to increase customer loyalty while improving morale, teamwork and commitment throughout the workplace. Grounded in DISC* and key sources of research, this program is focused on advancing participants’ capabilities in six specific areas. The value of using DISC reveals each participant’s tendency toward each skill. These six skills are:

• Empathy – Understanding the feelings, thoughts or attitudes of others and expressing care and concern
• Resiliency – Recovering from adversity and discomfort to perform at your best every time
• Asking Great Questions – Formulating questions that extract useful answers
• Customer Advocacy – Actively and proactively supporting and promoting what is good for others
• Adaptability – Modifying personal behaviors and emotions to create a receptive environment
• Persuasion – Moving others to a belief or action

*DISC is a widely used behavioral assessment tool used to improve teamwork and help people understand different communication styles.