|
If You Do Not Take Care of Your Customers, someone else will... Read with images |
|
|
|
06th October ‘09 | Park Premier, Excel World |
|
Objectives
- Have a common understanding of what exceptional customer care looks like, and gain tips and tactics to demonstrate this level of service
- How to recognize what customers expect in terms of customer service and the implications if that standard is not met
- Appreciate the ‘life time’ value of a customer to the organisation
- Understand the importance in delivering exceptional customer service
- Be able to maximize the opportunity given by a complaining customer
- Understand how branded services and products affect customer loyalty
Programme Outline
- Key steps for customer service excellence
- Customers role in business growth and sustainability
- Dealing with angry & difficult customers
- Building lasting partnerships with customers
- Opportunities to strengthen customer care
- Brand Image & its impact on customer buying behavior
|
Trainers
Nalin Jayasuriya
Managing Director & CEO
McQuire Rens Group of Companies
Yasas Hewage
Assistant Vice President,
Head Branch Strategy & Sales
NDB Bank
Mario Fonseka
Corporate Trainer &
Management Consultant
Enroll today!
Call 5 833 100 / 5 836 888
or visit us on-line at
|
For Whom
Professionals, Managers and Executives
in the fields of Marketing,
Sales & Customer Service
Date & Time
06th October ’09 | 9.00 am to 5.00 pm
* Registration 8:30 am
Venue
Park Premier, Excel World
# 338, T.B. Jayah Mw, Colombo 10
Investment
Rs. 7,000/- + 12% VAT
(Registration No. 114347850-7000)
Cheques to be drawn in favour of
‘McQuire Rens & Jones (Pvt) Ltd’ & crossed A/c payee
Organised By
McQuire Rens & Jones (Pvt) Ltd
# 17 / 37 Jesmine Park, Nawala, Sri Lanka
©2009 McQuire Rens & Jones. All Rights Reserved.
|
|
|
|
|
|
| McQuire A True Partnership |
2009 - ‘Creating a Knowledge Economy’ |
|
|
|
|
| Subject |
: |
If You Do Not Take Care of Your Customers |
| Description |
: |
Key steps for customer service excellence, Customers role in business growth and sustainability, Dealing with angry & difficult customers, Building lasting partnerships with customers, Opportunities to strengthen customer care, Brand Image & its impact on customer buying behavior |
| Contact |
: |
McQuire Rens & Jones (Pvt) Ltd
5 833 100 / 5 836 888 |
|
|
|
|
.. |
 |
|
 |
| T |
: |
+94 11 58 555 19 |
| T |
: |
+94 11 58 316 22 |
| F |
: |
+94 11 25 055 36 |
| E |
: |
catch@srilankamails.com |
| W |
: |
www.srilankamails.com |
Inotrend International
(over 7 yrs of IT solutions)
#3A, Dharmaraja Mawatha,
Alfred House Avenue,
Colombo 03,
Sri Lanka
|
|
 |
|
 |
Bottom Line |
Satisfied customers are more likely to be loyal customers
There is growing evidence to support the theory that the more satisfied a customer is the more loyal they will be, however customers have to be exceptionally satisfied before they enter the loyalty zone. |
|
|
)