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Learn how excellent customer service becomes a sustainable competitive advantage when you align your customer's expectations with your company's strategic marketing positioning and objectives.

Build a customer service plan by seeing yourself and your team in the bigger corporate picture because you are, after all, no less than the company in the eyes of the customer. Be equipped with basic customer service skills necessary to do your job well.

This values-driven approach provides your service team with basic marketing principles so you have a better understanding of your roles and what it means to deliver outstanding service!

Program Concept

CONSISTENCY IN ALL SERVICE ENCOUNTERS IS A MUST.

More than just smiling or handling complaints, service becomes outstanding when the encounter is so memorable that customers just have to tell others about it.  It could be the entire sensory experience that starts from the parking lot or it could be the act of one single frontliner who made a lasting impact on the customer.  It could be the one big “Wow” act to recover a disappointed customer or a simple discount card that says, “You must come back.”  and it doesn’t only happen once or in one branch or with one person.  You know the company’s commitment to service and how they value customers by their level of consistency in all service encounters, company-wide. Prepare yourself and your team to be proactive and effective participants in every customer service encounter by doing things right and doing the right things all the time!

Key Benefits to Company

The company will gain:

· a more positive, proactive and energized service team

· teams that are easier to motivate and to manage

· a service team that is marketing-oriented and customer-focused

· excellent service standards that differentiate and provide sustainable competitive advantage

Key Benefits to Participants

Each participant will learn:

· the importance service is in the attainment of marketing, sales and financial objectives

· to apply marketing concepts to help them in decision-making and in serving customers better

· how service must be seen through the eyes of the customer using a structured framework

· skills necessary in becoming and leading effective service personnel

· how to use the tools and frameworks both personally and professionally to manage change as an individual and as a team

Program Overview

Module 1 :  Your Promise

· Service that creates value and that differentiates

· Seeing your offer through the customer’s eyes

· Excellent service encounters

· Impact of customer satisfaction on profits

· Service process map

Module 2 :   Definitions of Marketing

· Marketing basics

· The Service Equation

· Your Brand DNA

· Dealing with silos

Module 3 :  Managing the Customer Service Experience

· Service Big Ideas and Innovation

· Implementing High Quality Service

· Customer Recovery

· A Team Approach

· Mansmith 3P’s of Personal Effectiveness

· The relationship between employee and customer satisfaction

Module 4  :  Creating Value to Excellent Service Marketing

· Template for uncovering gaps using the customer's point of view

· The price of dissatisfaction

· The Value Profit Equation

· Putting It All Together using Service Metrics

Who should attend:

This seminar is for anyone who interacts with both internal and external customers.. Team attendance is recommended so a strong service culture can be established among team members.

What our past participants said:

“Nowadays, competition is very tight the only thing that you can do is to “differentiate” and that is by providing “outstanding service!” The seminar will be an eye opener to you and to your team! “ -- Jose Alibanto Jr., Manager-Customer Focus, ABB Inc.

“Not only creates awareness, the session will help you understand & commit yourself to customer service “ -- Irene M. Andas, VP Bancassurance Sales Support, Grepalife

“The seminar made me realize that there is more to customer service than just smiling and appeasing the customer at that moment. Customer service is also the responsibility of the whole company and not only by one section or dept. “ -- Anna Katrina Mejillano, Head Customer Communication Section, URC-AIG

“Worth my money!” -- Ma. Gemma Araza, Guest Services Manager, Scottland Inc.THE SPA

Recent Participants Include:

· Key Account Officer of Asea Brown Boveri Phils.

· Marketing Assistant of Bounty Agro Ventures, Inc.

· Sales Assistant- Customer Service of Cebu Holdings, Inc.

· Sr. Application Systems Consultant of Fujitsu Philippines, Inc.

· Training and Development Clerk of PAGCOR

· Supervisor or Philippine Batteries, Inc.

· Professional Mktg Specialist of Unilab Consumer Health Group

· Vetcare Personnel of Universal Robina Corporation (Litton)

· Service Supervisor of Waters Philippines

· Manager, Customer Support of Yokogawa Philippines, Inc.

· ME- Assistant Manager of Canon Marketing (Philippines), Inc.

· Managing Application Systems Consultant of Fujitsu Philippines, Inc.

· Bancassurance Sales Support Head of Grepalife

· Area Sales Executive of Petron Corporation

· Guest Services Manager of Scottland Inc. THE SPA

· Customer Service Supervisor of Universal Robina Corporation (Litton)

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