MASTERING CUSTOMER SERVICE STRATEGY

Mastering Custotomymer Service Strategy- July 18-19
Overview
If we could show you how to increase your sales by 50% without increasing your marketing budget, would you be interested? Of course you would, what marketing professionals or business owners wouldn't be interested? By the time you have attended or nominate your staff to attend this workshop, you will have figured out how to do just that. Superior customer service is the most cost effective way of growing your business. This training will help you keep customers, build market share and improve the performance of the entire workforce with a superior customer service strategy. Learn how you can increase your sales by 50% without increasing your marketing budget by capturing, nurturing, retaining, and maintaining your customer relationships.

The Rationale
Many companies missed the mark! Forrester reveals that 80% of companies feel they deliver superior customer service. Only 8% of customers agree. There's a way to build a customer service culture for your organisation.Superior customer service is critical to the success of any service organization. This 2-day customer service training course introduces customer service representatives to the fundamental principles, techniques, strategy and culture required to deliver excellent service.
Customer service now remains at the core of corporate strategy. Competition is fierce, customer taste keeps changing and they are strongly empowered too. A customer service culture training is an essential business investment. There is a direct and strong connection between customer service quality - or lack of quality - and money made or lost.

Key Coverage/Learning Points
* Customer Care basics
* Exceptional Customer Service Skills
* Customer Service: The Moment of Truth
* The Service Ambassador
* Customer Growth Strategies
* Handling Customers Complaints
* Designing & Managing Customer Service Culture
* Aligning Customer Service Strategy with Corporate Strategy
* Meeting & Exceeding Customers expectation
* Techniques for dealing with an angry customer

Objectives/Benefits
After attending this workshop, participants would have gained knowledge and practice of:
* Setting & clarifying customer service goals and achieve it
* Building formidable group of loyal customers
* Demonstrating commitment to customer service attitudes
* Customer service and company's future
* Classifying profitable customers & service each excellently
* Recording customer retention rate between 90-95% consistently annually
* Maximize profit for their organizations
* Providing prompt & courteous services
* Manage customers' special request
* How to deal with an Angry Customers
* Projecting professional image
* Appropriate & Correct Telephone Etiquette
* Professionally handle service failure and recovery strategies

For Whom?
This course is designed for all whose actions, task or decisions affect or relates to customer acquisition and retention. It includes but not limited to:
Business Owners
Managers/supervisors
Customer service representatives
Call centre agents
Sales/Marketing Staff
Operations/maintenance staff
Accounts/finance personnel
Field Service professionals & managers

REGISTRATION DETAILS

Training venue: 70b, Olorunlogbon Street, Anthony Village, Lagos
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▪ Date/Duration: July 18 & 19, 2014, 2 Days. Time: 9 a.m - 4 p.m daily
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▪ Course Fees: #55,000/participants. The payment covers: Course fee, Tea break, lunch break, certificate, and workshop materials.
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▪ Registration hotlines: 07034854045; 08150425712; 08125771958.
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▪ Payment Details: Payment/Cheque, GTBank A/C no. - 0125042720, in favour of: McTimothy Associates.
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▪ Group discount of 5% for 6 or more participants is available.


CLOSING DATE: Registration & Payment for this workshop closes June 17, 2014.


How to Register
http://mctimothyassociates.com/index/index.php/register

This training solution and other training topics from McTimothy Associates are currently available as residential/in-house option.
If you prefer us to customize or have this training in-house at your location, kindly send your request via e-mail to: training@mctimothyassociates.com

Additional benefit
This course now prepares you for Certified membership of the Institute of Strategic Customer Service and Trade Management direct membership after successful completion of essential case studies during this training.

Help Desk
For more information about all available 2014 training modules & topics, kindly visit us online at www.mctimothyassociates.com or email to: training@mctimothyassociates.com to request for our 2014 training calender.