How to build the relationship today’s customer wants

 

When I was a kid, we had a milkman who came into the house and put the milk in the refrigerator. His name was George. The mechanic we trusted for everything was Lloyd McCausland. He always said his name as if it were one word. Our handyman, who could fix anything and everything around the house, was Scotty. When I asked him to fix a door I should have fixed myself, Scotty said, “Bob, are you going to let a closet door defeat you?”

I learned a lot from these people and many more. I had a special relationship with each of them.

– Bob Davis, Founder and CEO, Robert C. Davis and Associates

Let’s fast-forward to 2017. The most successful companies today still create special relationships with their customers. At Robert C. Davis and Associates, we help clients build these relationships with maximum effectiveness. In fact, doing so is more important than ever. And we’ve created a brief video that tells the story (above).

We know:

  • The world has changed significantly for organizations that rely on customer contact centers to generate revenue.
  • Customers are more sophisticated and aware of competitive opportunities.
  • It is far more cost-effective to keep an existing customer than to attract a new one.
  • Training is critical, but it simply isn’t enough. A change in organizational culture must take place to ensure your people handle every customer contact in a way that builds the special relationships today’s customers want.

What if your first-line people were taking customer service to the next level on every interaction and establishing relationships with customers that keep them coming back? At RCDA, we know the answer!

By changing cultures and establishing customer relationships, our programs have generated millions of dollars in added revenue for our clients. For more than a decade, RCDA has worked with Fortune 500 telecommunications, cable and satellite, credit union and SMB clients to improve NPS and CSAT results, increase sales and retention and achieve their employee development goals.

RCDA achieves dramatic bottom-line improvement by providing:

  • Strategic sales model, call-flow and customer contact protocol development.
  • Training and coaching for customer contact center personnel and management.
  • Custom-created programs for improving sales, customer service and customer retention.
  • Floor support through coaching and behavior modeling that drive adoption and sustainability.
  • And more!

Be sure to view our brief video above to learn more.

Then let’s talk further about your specific situation and desired results. Contact RCDA today!

Robert C. Davis and Associates
1875 Old Alabama Road, Suite 510
Roswell, GA 30076
1-888-392-RCDA (7232) | 678-259-9290
info@robertcdavis.net

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