Alpina International

An exceptional customer experience is the key to organizational success in the new age of social media and consumer generated content. Organizations simply cannot afford to have dissatisfied customers! Providing excellent customer service means delivering a service experience that goes well beyond the expectations of your clients enticing them to return for more.  This workshop helps you discover ways to engage your clients and look after them so well that they become ambassadors for your brand. Identifying unhappy customers, handling concerns professionally and efficiently and delivering on our promises are the fundamental principles of good customer service. Research shows that an average business spends six times more to attract new customers than to keep old ones and a dissatisfied customer tells anywhere from 8 – 20 people (word of mouth and not electronic communications). Today's customers are getting the information they need by connecting with each other rather than traditional organizations which makes it so important to have good relationships with your clients. Providing good customer service is the first step towards thrive in this new environment.

Participants will learn the following in this workshop:

-Customer service in the new age: benefits of excellence and pitfalls of turning a blind eye
-Who are your customers and what is it that they really want?
-Achieving excellence through positive first impressions and moments of truth
-Measuring customer service and identifying continuous improvement opportunities
-The role of employees in service excellence (recruitment, training and motivating)
-The importance and building a great attitude
-Effective problem resolution, handling difficult situations and the service recovery process
-Building loyalty through customer relationships
-Tips to creating memorable experiences for your customers!

Please contact us for further details.