Why join the workshop?
This highly-interactive workshop will:
Provide participants with skills to handle customer complaints effectively
Provide participants with and facilitate the development of their own strategies to avoid escalation of future customer complaints
Who Should Attend:
The workshop is highly recommended for team leaders, department heads and supervisors, customer service representatives and managers, sales and account executives, sales managers, branch managers, freelance professionals, and entrepreneurs.
Our customers complain because they are giving us a second chance to make it right by them. A very big majority of dissatisfied customers simply just walk away. Worse, they tell at least 15 other people about their bad experience. Thus, if they bring their concerns to our attention, they are giving us a precious gift and we have to be grateful.
We cannot serve those whom we do not know. The key to building a long-term relationship with our customers is to know them. Who are they and what do they need?
Statistics say that it takes 7x more money to recruit a new customer versus keeping one. Thus, it makes sense to keep them!
This session will be focused on role-playing the skills learned earlier and working with the participants to design a system that will make keeping customers for life, possible.
Merely meeting our customer’s needs and wants is par for the course. Delight happens when we are able to anticipate and exceed those expectations.
A resolved conflict is only the start of a long-term relationship. Thus, keeping this relationship is about knowing how we can set up the system that serves them best, regardless of who are in the front line.
*Program fee is 6,200 + VAT
Apr 21 - 21, 2012