Why join the workshop?
Customers have been known to lament that service providers do not care about their needs and expectations. These disgruntled and vocal complainers take to their mobile phones and social networks, where they can deal lasting damage to your reputation. By learning how to proactively deal and avoid these scenarios, you can “assist” them in changing your image in their minds and become positive advertisers, as well as increase your profitability and productivity in the long run!
This program is the second in our Customer Service Series - other workshops include:
- Handling Customer Complaints: Communicate and Connect With Your Customers!
- The ROI of Developing a Customer Service Mindset: How to Enjoy the Benefits of a Customer Service Culture!
This highly-interactive workshop aims to enable participants to:
Understand that they are integral in creating delightful customer experiences
Learn the steps and tips on how to win clients back and establish stronger relationships
Enhance overall customer experience that will lead to generating and sustaining goodwill
Acquire the knowledge to increase productivity and profitability through time and practice
Develop relevant yet simple strategies to win their customers back
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, freelance professionals, and entrepreneurs.
Some of the topics that this hands-on workshop will tackle include:
The roots of customer dissatisfaction
Anticipation as a deterrent
Service recovery strategies
Channels and techniques for addressing complaints
What to say and what not to say
The “5 As” recovery framework
Creating service recovery plans
May 19 - 19, 2017