Seminar Description:
It’s what every customer wants and seldom receives. In today’s highly competitive market place the cost to acquire a new customer is 11 times more than retaining an existing customer. Yet most companies fail to link customer service to customer retention, loyalty, or referrals, higher margin, or revenue. Simply put, customer service is much more important than most executives realize. In this seminar we’ll examine: the role of customer service and its strategic implications to growth, referrals, retention, margin, and brand. The first half of the session looks at leading trends, examples of companies with winning customer service initiatives, and the linkage between the customer experience and the overall success of your business. Next we look at organizational structures, tactics, and practical approaches to improving your customer service program. The course includes a review of key customer service skills and exercises designed to help each participant make immediate changes to their customer service program.
Benefits:
In this seminar we’ll examine:
- The pillars of customer service
- How to deliver customer service without saying “yes” to every customer’s whims
- Who in your organization should deliver customer service
- How to evaluate your current level of customer service
- Three things you can do quickly to improve your level of customer service
Who Should Attend:
- Leaders, Presidents, CEO
- Business Owners
- Senior Managers and Managers of Customer Service
- Growing and Emerging Leaders
- Entrepreneurs
Business leaders who want to understand the importance and linkage between customer service and growth, customer service managers.
Format:
This course is targeted to executives who want to understand the importance of customer service and changes necessary to improve their organization’s level of customer service, and managers of customer service that want to explore different approaches for building and delivering effective customer service programs.
PROGRAM FEE INCLUDES:
- Instruction
- Program Materials
- Breakfast
- Lunch
- Certificate of Achievement
- Parking