Customer service 101 for entrepeneurs

Customer Service 101 for Entrepreneurs

Hosted by Sisibukula, Viljoen Consulting, Mystical Cat and WIF.

A company, any company is driven by its sales, and where do the sales come from? Well from the customers of course! That seems quite obvious. The question is however, do we as entrepreneurs and SMME's look after our existing clients or is it easier to just get new ones and then dump them too? What about our service, do we look after our clients properly or do we expect them to just 'put up with' whatever it is that we deliver? Do we actually know what our clients want or do we just arrogantly assume that we know what's best for them? Even if all the above questions were answered 'in favour of the client', how do we measure what we give them? Do we get feedback that is current and positive or do we just hope for the best?

If any of these questions have raised any kind of flag in your mind, you need to join us on this one day workshop - for the good of your company, and your clients.

The workshop deals with issues around:

- Understanding why there is such a big focus on 'service delivery' in business.
- Making your service to your clients, your number one priority.
- Understanding the role of your company mission, your company vision, your company values and your company service charter and developing those.
- Understanding the value of your client's feedback
- Your clients 'customer experience' and customer retention.
- Defining and then meeting your customer's expectations
- Ensuring a ROI (Return on Investment) on your marketing through customer retention strategies.
- Realizing continuous improvements as a result of business intelligence

Workshop outline includes:
- The need for a service vision:
o The importance of service delivery
o Why customers leave
o Cost of retaining vs. attracting new clients
o Outperforming competitors
o Understanding you customers
o Defining expectations

- Service principals that drive the vision
o The four principals that driver service delivery
o Communication and feedback

- Making the vision a reality
o Understanding the role of the mission, vision, values and charter
o Developing your service charter - and how this gets communicated to your customers
o Case studies.

About the facilitator - Linda Gomes

Linda is a 'seasoned' facilitator, who has undergone "Train the Trainer" as well as an Evolved NLP Practitioner.

Linda's career started in Kelly Personnel where she worked both on the Temp and Permanent Desks. She has also worked in the PAG division, specifically in the Skills Development arena, where she worked very closely with the Services SETA.

Linda has, for several years now worked as a project manager, facilitator and consultant to various large and small groups, where she continues to drive strategic and operational initiatives within both local and international contact centres.

Price: R950.00 per delegate (includes breakfast/lunch/refreshments and course material)

Venue: Mystical Cat, NGN House, Riley Road Office Park, 15E Riley Road, Bedfordview.

Time: 08:30 AM - 4:00 PM (Registration from 08.00 onwards). Please allow additional travelling time to combat traffic.

To book your place for Customer Service 101 for Entrepreneurs, please contact:

For Mystical Cat delegates, please contact Cat Lewis on 011 022 1863 or az.oc.taclacitsym@tac

For WIF delegates, please contact Colleen Larsen on 084 353 9865 or az.oc.ecnanifninemow@neelloc

Everyone else please contact Nikki Viljoen on 083 702 8849 or E-mail: az.oc.gnitlusnocneojliv@ikkin

RSVP: Please book no later than 1st November 2010. Space is limited therefore bookings will be accepted on a first come first serve basis.

Date: 02 November 2010
Venue: Mystical Cat Training Centre, Johannesburg
Cost: R950.00 per person

More info:

NGN House
Riley Road Office Park
15E Riley Road
Bedfordview