Setting the standards - 1 Day Workshop on Customer Care & Loyalty

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Course Information Date: 15 July 2014 (Fri) Time: 9.00am to 5.00pm Venue: Concorde Hotel Function Room (f.k.a Le Meridien Hotel) Fees: S$400 (NETT) (S$160 after PIC grant)* *Enjoy up to 400% tax deduction or 60% cash payout under the Productivity and Innovation Credit (PIC) scheme for Staff Training. Find out more at https://www.iras.gov.sg/ or email picredit@iras.gov.sg Inclusive of teabreaks and lunch Registration is on a 1st come 1st serve basis. Register early to avoid disappointment. Click here for registration form To register, please contact Ms Elsie Koh @ 9857 8570/ 62789785 or elsie@360degrees.com.sg Unsubscribe If you no longer wish to receive our email - please click unsubscribe here. Thank you. 1 Day Workshop on Customer Care & Loyalty The customer is "always right", or so the saying goes. But how loyal are they, to you and your company? In a rapid changing & extremely competitive marketplace, people now have a wider choice & say as to who they want to give their business to. Do you care for your customers enough to make them want to remain loyal to you? This workshop is designed to enlighten those who are involved in customer service and care of their businesses. Session outline The rewards of C.A.R.E. What the rewards of C.A.R.E. are, for your customers as well as for the company. What do customers want? What is it that customers really want….. What is customer care? We'll take a look at the tangible & intangible elements of customer care. Why customers care? Reasons on why the need for customer care will be explored. Elements that influence customer care Elements that can influence customer care – from initial contact to after-sales follow-up. Implementing a customer care strategy Participants will be guided on how to implement a customer care strategy. Setting the standards Examples of setting standards in customer care will be highlighted as well as the measurement of the results. The customer care program How to develop a 13-step customer care program. Why does the customer "fire" you? 15 reasons why customers can "fire" you. What may be wrong with your customer service? We'll examine the potential gaps that may exist in your customer service. Principle vs. Policy. The advantages of great customer service Learn the various advantages of great customer service; and secrets to keep your customer happy. When something goes wrong… What do you do when something goes wrong? How do you handle an "angry" customer? Tips on how to handle an angry customer. Changes This section deals with changes – from product/service changes, policy/price changes, market condition/competition changes, customer/company changes & the ways to adapt to them. Elements the breed Loyalty Understand the elements that can breed loyalty from your customers. Who will benefit from this session? Customer service, Sales, Receptionists, Service Support, Operations, Call Centre or Admin staffs. Basically, anyone & everyone who has to deal with customers in their daily work routine. 360 Degrees Trainer Gregory is a very dynamic and entertaining trainer/speaker. With more than 20 years in direct sales, he brings with him a wealth of experience in the field of personal selling – from telephone prospecting techniques to face-to-face selling skills that garner results. Gaining his experience from marketing office security and medical equipment, Gregory spent 13 years in a local leading business and credit information service provider. As a Senior Account Manager, he was tasked with marketing the group's services ranging from business/credit information to debt recovery and account receivables management. Besides holding the highest sales record in the company & being responsible for growing the customer portfolio, he also provided regular training sessions to the sales team on the professional & finer art of selling as well as debt recovery techniques to collection officers in the group of companies. Apart from being the official in-house trainer, Gregory has also conducted many external seminars and workshops to participants from the Government ministries and statutory boards, Multi-National Corporations as well as Small & Medium-sized Enterprises. Some of these include Ernst & Young, BP Singapore, ExxonMobil Asia Pacific, NTUC Income, Hong Leong Asia, Hong Leong Finance, Singapura Finance, Epson Singapore, Chubb Singapore, Tuas Power, Societe Generale, Gleneagles Hospital, National Cancer Centre, National Heart Centre, National University Hospital, J.V. Fitness (California Fitness Centre), Starhub Ltd, Pacific Internet, Tenet Insurance, QBE Insurance (Intl), Maybank, OCBC Bank, HSBC, RHB Bank, ECICS Ltd, Cycle & Carriage Industries & many others. Gregory was also a trainer for the Singapore Association of Credit Management (SACM) on the certification program "Collections Best Practice." Gregory believes in the principle of giving only the best of oneself & never shortchanging the company & customers. His motto: "Where knowledge is…..your greatest asset"

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