Exceptional customer service
Being a Customer Service focused organisation is the single best way to maintain and grow your business in the face of active competition. Customer Service is a Culture that should be ingrained in all staff, but specifically those dealing with the outside world. This half day Seminar will focus on the Practical Skills, Techniques and Tips for always giving "Exceptional" Customer Service, even in the face of angry clients, difficult situations or high stress time pressure.
They say it costs between five and six times as much to find a new customer than to service an existing one. While this clearly makes a case for customer service, there is another aspect to consider. How do you service your existing customers properly when you have to expand significant time and energy finding new clients - especially in an aggressive market place where customers are benefiting from increasingly flexible and charming companies. Every customer is important these days. Gone are the days where you can arrogantly discard business from difficult customers. Every company in South Africa has felt the pinch of the recession and as a result are more focused on servicing their customers than ever before.
During this half day seminar you will discover how to:
* Use the latest customer service tools as service professionals globally adapt to the Social Media boom, the Recession and other developments.
* Anticipate what your customers really want - and then exceed their expectations.
* Tap into your "Social" and "Emotional" intelligence to ensure you can always find common ground with your customers.
* Build sustainable customer loyalty in an environment where poaching customers is rife.
* Keep your cool and hide your irritation when you are dealing with truly difficult or rude customers.
* Avoid the seven "Deadly Sins" of customer service!.
The answer is to ensure that everyone in your company becomes a customer services representative. Whether you work in administration, finance, marketing, sales, procurement, IT, research or cleaning, your role becomes that of the ambassador. You make a difference!
This practical half day seminar will provide some easy to implement tips and techniques that will help everyone in your organisation to understand, appreciate and buy into an exceptional customer service culture.
Topics covered:
* Understanding what customer service is, who your customers are - and why you should care.
* Getting to grips with the latest international trends and challenges in the Customer service arena.
* Discovering seven steps to improved interaction so you can build even stronger links with your customers.
* Discover 10 winning tips to build and sustain customer loyalty from new customers.
* Tips on gaining real feedback from your customers - so you can exactly match their needs.
* Personal coping techniques to help you deal with irate or difficult customers - they may be rude, but your organisation needs them!.
* Controlling the risk that is the social media wise complaining customer.
Date: 22 October 2012
Time: 08:30 - 12:30
Venue: Corporate Conference Centre, Johannesburg
Cost: R750 Excluding VAT
Date: 22 November 2012
Time: 08:30 - 12:30
Venue: The Master Builders Association, Durban
Cost: R750 Excluding VAT