CUSTOMER SERVICE ENHANCEMENT

Rationale. Most companies do not become leaders in their respective industries through blind evolution. Tom Peters in his book, " A Passion for Excellence", points out that companies at the top of the customer service spectrum are eleven times more profitable than the companies at the bottom of the service spectrum.

Companies spend thousands of pesos in advertising and creating beautifully laid out brochures of their collections. But advertising only motivates the customer to respond by either calling the company or buying the product initially However, once advertising or marketing has worked and the company has made its first sale, there are two probable outcomes: you either keep your customer or lose them.

Effective advertising and quality service are the pre-requisites of repeat business. It is highly impossible to maintain or increase marketshare and remain profitable if you constantly have to find new customers to replace the ones you have lost. The company must strive to keep the existing ones and add new ones.

Objectives. The two-day module attempts to attain the following objectives:
  · To be aware that the function of every business is the acquisition and
    maintenance of customers.
  · Show the participants the tools for effective customer handling.
  · Create a more positive attitude and understanding in managing customers
     and their accounts.

Who should attend. The Customer Service Enhancement Program is especially designed for employees or representatives of companies who interface with external customers.

Outline
Day 1
  * Introduction/ Overview on the nature of Customer Service
  * The Art of Giving Good Service
  * Self- evaluation exercises
  * The Art of Getting Good Service

Day 2
  * Organizational Assessment
  * Simple Actions But Significant Payoffs
  * Group Dynamics
  * Dealing with Difficult People

Duration: 16 hours