FREE COURSE! Start-up Essentials: Build Customer Loyalty with Excellent Customer Service

BUILD CUSTOMER LOYALTY WITH EXCELLENT CUSTOMER SERVICE

COURSE DESCRIPTION

In today’s competitive business landscape, excellent customer service is not just a necessity; it's a pivotal strategy for building customer loyalty and driving business growth. This dynamic workshop is designed to empower business owners, customer service representatives, and any team members who interact with customers, with essential skills and innovative strategies to elevate their customer service. Participants will explore how to transform every customer interaction into an opportunity to create a loyal customer base and differentiate their business in the market.

What to Expect:

• Understanding the Customer’s Perspective: Gain insights into the importance of empathy and understanding in customer service. Learn how to see things from the customer's point of view, anticipate their needs, and exceed their expectations, fostering a strong emotional connection to your brand.
• Building a Customer-Centric Culture: Explore strategies for fostering a customer-centric culture within your organization. Understand the role of leadership in setting the tone for customer service excellence and learn how to empower and motivate your team to consistently deliver outstanding service.
• Communication Skills for Positive Interactions: Master the art of effective communication, including active listening, clear and concise messaging, and positive language. Understand how verbal and non-verbal cues can impact customer interactions and learn strategies to communicate in a way that builds trust and rapport.

INSTRUCTOR

Jeff Bernstein

In 1973, Jeff opened a retail floor covering store in Milwaukee, Wisconsin while completing his B.S.B.A. in Accounting. When he graduated he decided to forego a career in accounting and continue to devote his full time to his business. “I grew that business for the next 23 years into the largest single-store flooring retailer in Milwaukee,” he shares. He also served as vice chairman of the Wisconsin Floor Covering Association. In 2000, he decided to close his business and accept a role as vice president of sales and operations for his biggest competitor, a five showroom retailer/wholesaler. “I was able to double the revenues of this 50-year-old company during the next 12 years. I also earned a Flooring Executive Certification from the World Floor Covering Association.” Jeff left Milwaukee for a short time in 2012 to become VP for a similar business in Chicago. His children had moved to San Diego years earlier, and he decided he wanted to be closer to them and their families. He accepted a VP position with the largest retailer in the Coachella Valley (Palm Springs area). During brief periods of retirement he volunteered to provide advising services to the Coachella Valley SCORE (another partner of the SBA) chapter, eventually becoming vice-chair of the chapter. He also volunteered for the Coachella Valley Women’s Business Center as a workshop presenter and periodic business advisor. In 2019, he and wife decided to move to San Diego. Coincidentally, the East County Business Development Council had decided to host a new SBDC office just around this time. “They needed a workshop presenter, and I received strong referrals from both the CV SCORE chapter and the CVWBC. I was hired to present workshops but over time, many of my workshop clients asked me to advise them. Today, I have assisted over 80 clients, many of them on an on-going basis.” Jeff continues that the work has been extremely gratifying, even more so during the pandemic. “When I can help struggling businesses survive these challenges, there is no better feeling.”