Event Geek

The EXCEEDING CUSTOMER EXPECTATIONS Workshop is an intensive customer service learning event designed to reveal the secret to achieving and surpassing your customers' expectations. Through this workshop you will discover the 10 powerful keys to excellent customer service, how to anticipate changing customers needs, deal with upset customers through discussions, case studies, individual and group learning activities. This workshop is facilitated by Boris Joaquin, head of donor engagement of World Vision in the Philippines and an advocate of excellence in customer service. Although World Vision thrives on donations of individuals and organizations, it was in his leadership that donations grew because of the effective donor care programs he spearheaded.


Join EXCEEDING CUSTOMER EXPECTATIONS, Achieving True Loyalty By Raising the Satisfaction Bar on August 26 (9am-5pm) to 27 (9am-12nn) at the New World Hotel Makati City. Give your customers that extra mile and they'll give you their time far, far longer than ordinarily.

Exceeding Customer Expectations
Achieving True Loyalty by Raising the Satisfaction Bar
Program Outline:

1. Generally Accepted Facts about the importance of Excellent (Poor) Customer
Service


2. What motivates a customer? Satisfaction vs Motivation


3. How can we best anticipate changing customers needs?
a. S-Plus
b. Equity Theory
c. Positive Side of Equity Theory


4. 10 Powerful Keys to Excellent Customer Service


5. Challenges in customer service


6. The Challenging Customer
a. Characteristics of challenging customers
b. Five Tips to avoid creating challenging customers
c. Six ways to cope with challenging customer


7. The Potentially Lost or Actually Lost Customer
a. General info on lost customer
b. What turns off customer
(1) value turn offs
(2) systems turnoffs
(3) people turnoffs
c. Four Tips in Recovering potentially lost customers
- includes: Preferred approaches when dealing with upset customers


8. Closing

Benefits:
Learn to achieve customer satisfaction, retention and loyalty
Learn how to exceed what customers anticipate
Learn how to anticipate changing customers needs
Learn techniques on how to recover lost or potentially lost customers
Learn approaches in dealing with upset customers
Learn ways to cope with challenging customers
Learn what to avoid to prevent customer turn offs


Who should attend?
Telemarketers
Outbound customer service agents and consultants using VOIP and POP (chat support and email)
Technical support agents
Outbound business support supervisors and heads who need a refresher
Quality assurance team members
Account managers
Sales Managers

Learning Investment: Exceeding Customer Expectations with Boris Joaquin Achieving True Loyalty by Raising the Satisfaction Bar August 26-27, 2010 |  New World Hotel Makati City Early Bird Rate: P6,977 +vat until August 13 Regular Rate: P7,977 +vat Walk-In Rate: P8,977 +vat Want discount? Knock off a couple of pesos off our rates when you register in groups! Call us to inquire about group discounts!  Tailor-fitted just for your company! We'll bring this workshop right at your base - customized and personalized to fit your training needs. Grab this opportunity to train your whole staff and attain results faster and simultaneously. Got Inquiries? Call us at 8132732 or 8132703 Send an email at saltandlightseminars@gmail.com