The document describes a customer loyalty program created by a company to train its customer service agents. It involved a one-day seminar to evaluate agents' skills and identify areas for improvement. Agents participated in presentations, self-evaluations, role-playing exercises and videos to practice skills like responding to customer problems and seeking feedback. The program aimed to assess agents, offer tailored training, and ultimately improve customer satisfaction and loyalty through better service.

1. Creating Customer Loyalty

8. Maximize Your Star In The Millennium Develop Repeat Relationships Feel Positively Toward Customers Respond to Customer Problems Seek to Exceed Customer’s Expectations Encourage Customer Feedback

13. The CHALLENGE for the 21 st Century is not just serving Customers…

15. The “LADDER” of Customer Service top rung middle rung lowest rung one rung under bell rung wrong rung dumb rung all rung out UNDER GROUND LEVEL L O W E S T A C C E P T A B L E L E V E L law suit pissed did wrong unhappy apathetic satisfied very satisfied Customer is… LOYAL Tells everyone about you Tells a few people May tell someone, if asked Tells no one Tells at least 10 people Tells at least 25 people Tells everyone who will listen Tells the whole city Refers everyone proactively Refers a few people If asked, may refer Likely refers no one Refers for sure no one Refers absolutely no one Surely you jest (reverse referral) anyone BUT you Always returns to buy Sometimes returns to buy If convenient, may buy Maybe yes, probably not After a few years maybe Only by force Never – or when it snows in hell Not even if it helps the space program From “Customer Satisfaction is Worthless Customer Loyalty is Priceless” by Jeffrey Gitomer

17. Are you using the factor? WOW! WOW! WOW! WOW! WOW! WOW! WOW! WOW! WOW! WOW! Separates the EXTRAordinary from the ordinary! Separates the strong from the weak! Separates the sincere from the insincere! Separates the pro’s from the con’s! Separates the yes’s from the no’s ! Is the full measure of your personal power, and the way you use it! Is doing what others can’t (or won’t)! Is what you do for others in an exceptional way! Is the ticket to success. Your ticket! One of the most powerful aspects of service: being different. WOW! Is great service. WOW! WOW! From “Customer Satisfaction is Worthless Customer Loyalty is Priceless” by Jeffrey Gitomer

19. LOYAL is the most difficult of the Customer Service goals to achieve. But once you have it, you have something your competition will never have – The next order. From “Customer Satisfaction is Worthless Customer Loyalty is Priceless” by Jeffrey Gitomer

20. The End