Masterclass: Marketing
Focussing on the customer – 10 key reasons for putting the customer first
Starts on 12th August 2010 and Ends on 12th August 2010
Focussing on the customer – 10 key reasons for putting the customer first
In this practical workshop – but without any embarrassing role play – we will discover:
• The 6 basic customer needs and how to satisfy them
• The 2 different types of service – and which one to exploit
• The importance of getting it right first time – every time
• The customer care pyramid – how to make a difference
• The cycle of service and how to define the ‘moments of truth’
By the end of the workshop you will:
• Know the difference between customer service and customer care
• Have a better understanding of customer behavioural styles
• Understand the importance of the 4 minute rule and the language we use to communicate with our customers (including body language)
You will benefit from attending this workshop if you want to influence customers to remain loyal to you. We will see examples from around the world (and round the corner) where simple changes to the way the Organisation treats customers has resulted in a substantial increase in profits.
In less than 3 hours you will learn how to turn ‘customer expected’ into ‘customer exceeded’ and how this directly affects our bottom line. This workshop is specifically written and produced for SENTA and is aimed at the smaller business employing fewer than 16 front line members of staff.
Date: 12 August 2010
Time: 9.30am – 12.30pm
Venue: Albion House