Monday, October 17, 2011

Service Skills for Managing Customer Care and Loyalty

Managing Customer Care
and Loyalty
The customer is king" or so the saying goes, but are they loyal -
to you and your business? With an ever-increasing competitive market,
people now have a wider choice to select who they want to give their business to.
How much do you care for your customers to make them remain loyal to you?
This workshop is specially designed to train those who are involved
in the customer service and care in your business.
Date: 28th October 2011-Friday
Time: 9am to 5pm
Venue: River View Hotel, Havelock Road-Nearest MRT: Tiong Bahru
Program outline
The rewards of C.A.R.E.
Introduce the participants to what are the rewards of C.A.R.E.
for your customers as well as the company.
What do Customers Want?
What is it that customers really want?
What is Customer Care?
This section touches on the tangible
& intangible elements of customer care.
Why Customer Care?
The reasons on why the need for customer care.
Elements that influence Customer Care.
The elements that influence customer care
from initial contact to after-sales contact.
Implementing a Customer Care Strategy.
This will guide the participants through on
how to implement a customer care strategy.
Setting the Standards.
Some examples of setting standards in customer care
as well as the measurement of the results.
The Customer Care Program.
How to develop a 13-step customer care program?
What is Customer Loyalty.
The ladder of customer service
& the different types of customers.
Why does the Customer fire You?
15 reasons that customers can fire you.
What may be wrong with your Customer Service?
This section examines the potential gaps that may
exist in your customer service; principle vs policy.
The Advantages of great Customer Service.
This covers the various advantages of great customer service;
and secrets to keep the customer happy.
When something goes wrong--
Teaches the participants on what
to do when something goes wrong.
How do you handle an angry customer?
Give tips on how to handle an angry customer.
Changes- deals with changes from product/service changes,
policy/price changes, market condition/competition changes,
customer/company changes & the ways to adapt to them.
Elements the breed Loyalty-
Teach the participants on the elements
that breed loyalty from your customers.
Who will benefit?
Customer Service, Sales, Receptionist, Service Support, Operations,
Call Centre or Admin staffs, who has difficulties expressing themselves
and winning customers over in the competitive business environment.
Short Lectures, Case Studies & Role Plays
Personal Reflection & Sharing
Discussion and Feedback
Course Fee $399
Early Bird and Group Discounts
$329 per participant for 1 person sign up
$296.10 per participant for 2 persons sign up
S279.65 per participant for 3 persons sign up
Click HERE to download registration form & brochure
Register Early: Fax: 6884 7640 (Registration)
Tel: 9241 4209 (Enquiries) Contact Benson
(Enquiries or Registration)

Name 1:___________________________________
Job title:___________________________________
Name 2:___________________________________
Job title:___________________________________
Name 3:___________________________________
Job title:___________________________________


Tel: ___________________Fax:________________
Contact Person: _________________Jobtitle:_______

Email: ______________________Co.Stamp:_______
Fees include course notes, training certificate,
refreshment and indigenous International buffet lunch
at River Garden Coffee House
(Halal & Vegetarian meal provided)
Pay to: Corporate Training Development
Mail: 25A Jalan Membina, #06-102, Singapore 162025

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