Obsession with the customer is the single most vital factor in business success. The main priority in any business must be to win and keep the customer. Failure to do so simply means no profits, no growth, no jobs, no business! Success will come in our competitive world to those who recognise that:

The customer is the business’s biggest asset; 
The customer pays all salaries, wages and dividends; 
The customer will go where she/he receives the best attention; 
You must be your customer’s best choice! 
That simple idea has underpinned all great businesses in the past, and its secrets are now being sought in all corners of commerce

                                         By Service We Progress 
                                        Burnley Building Society, 1850

It has become the great driving force in all ambitious companies. ‘Putting the customer first’, ‘making the customer boss’, is now seen as the route to gaining the competitive edge.

At the end of the workshop participants will be able to:

• Identify the concept of total organizational approach in terms of quality service
• Guide staff to serve customers better based on their needs
• Set quality service standards which are acceptable in the organization for consistency of service
• Build a customer service team for better commitment towards company’s objectives
• Use various methods to check up on your service for continued quality service
• Instill in the staff the importance of consistency in customer service

Introducing a service initiative
• Knowing your company’s vision and mission
• Defining your moments of truth
• Creating a service climate
• Quality customer service leadership
• Qualities customer service personnel

Understanding your customers
• Determine your service niche
• Characteristics of the services you provide
• How do customers see you?

Setting quality service standards
• The importance of setting quality service standards
• The composition of service standards i.e hard and soft standards
• Guidelines for developing quality service standards

Establishing a quality team
• Putting quality into the design of customer jobs
• Writing job specifications in quality customer service teams
• Training for quality customer service
• A supportive organization service

Staying close to your customers
• Creating partnership with your customer
• Establishing feedback systems
• Creating a customer team

Recognise and reward service excellence
• Get the balance right between financial reward and praise and recognition
• Linking reward to service improvement
• Treat your staff as an appreciating asset

Developing the service programme
• Basic principles towards effective customer service programme
• Addressing all the 4 ‘P’ s as a total approach
• Building teamwork and a structure for managing quality

Profits from complaints
• How to unearth complaints
• Implement systematic and non-systematic methods
• Techniques in responding to complaints
• Setting up a complaint system
• Giving frontliners the responsibility

Customer Service Executives, Managers & Supervisors.

1. Kindly click here for online registration. Register Now.
2. Kindly download this registration form, and fill up all the particulars. Please fax back to +6-03-6270-9993. Click here to download Registration Form (177KB).
3. Call us to register. Tel: +6-03-6270-9883.