Sustainable Customer Service Strategy
How do you develop, implement and sustain your customer service strategy?
Improve your skills in a full day training session and you'll get better results from your integrated service programme.
Trainer: Brenda Eckstein (BEI) and Leon Grové (Leverage and Growth)
Overview
This workshop will cover the basics of integrating the following customer service elements:
• Adopting a philosophy of continuous improvement.
• Aligning all business plans and internal processes towards excellent service.
• Aligning service delivery to strategic outcomes.
• Clearly defining your customer and client service promise.
• Identifying your internal and external customers and clients.
• Communicating effectively between internal and external customers and clients.
• Customising offerings to suit customer or client needs.
• Implementing activities to 'WOW' customers and clients.
• Building long term relationships.
• Putting service at the heart of each employee's role.
• Recognising staff who go the extra mile and increasing levels of engagement.
• Empowering staff to solve client queries.
• Having a system for managing customer and client relations professionally.
• Actively seeking feedback through regular surveys.
• Implementing complaints procedures.
Who should attend:
This workshop is aimed at the managers of professional firms, businesses, organisations and team leaders. An optional 'follow-up' session is offered to help you implement the principles in your business.
Attendees will receive a certificate of attendance.
Date: 23 July 2013Time: 08:30 - 16:30
Venue: Chamber House, Royal Showgrounds, Pietermaritzburg
Cost: Members: R1,100 p/p, Non-members: R1,200 p/p