Post on 30-Mar-2015
transcript
CUSTOMER SERVICE SEMINARTeam Synergy
AG
EN
DA
Workshop overview Day 1: Customer Service
Communication Day 2: Serving International and
Domestic Clients Day 3: Damage Control and
Implementation Conclusions & Budget Recommendations Q & A
SEMINAR OVERVIEW There are three reasons to use our seminar!
1. It costs 10 times more to acquire a new customer than to keep an old one.
2. Customers will pay more for better service.3. Poor service is the #1 reason American
companies lose business
“if you don’t treat your customers right, someone else will” - BOB MIGLANI
SEM
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DAY 1 OVERVIEW Registration and Refreshments Introductions and Welcome PowerPoint What is Corporate Culture
Corporate Culture and its significance Four Levels of Corporate Culture Changing Corporate Culture
DAY 1 OVERVIEW Communication Skills
Customer Service Game Elements of Great Service Eighteen Communication Factors Universal Call Path Vocal Charades
DAY 2 OVERVIEW Welcome PowerPoint
Refreshments Overview of yesterday
Keynote Speaker- Timothy Edwards “Focus on the Customer”
DAY 2 OVERVIEW Personalities of clients
Dimensions of personality Quiz, which dimensions do you favor?
International Clients Statistics Cultural Norms Tips to deal with foreign customers
Listening Techniques Semantics Listening techniques
DAY 3 OVERVIEW Welcome PowerPoint
Refreshments Overview of Yesterday
Morning Learning Activities “Dealing with Anger” “The Angry Customer”
DAY 3 OVERVIEW Keynote Speaker-Frank Candy
“Customer Service Damage Control”
DAY 3 OVERVIEW Jeopardy – (5 teams of 20) Lecture and “pop quiz” on implementation of
what you have learned at the seminar Company brainstorm exercise
“How to implement things you have learned in your business day-to-day”
Wrap up and SOCIAL!!!
CONCLUSIONS
Total Attendees 100
Total Cost $ 36,587.00
Total Charged (Including commission)
$ 47,563.10
Per Person Cost $ 475.00
BUDGET
RECOMMENDATIONS Advertise Book venue / Purchase supplies & raffle
prizes Confirm speakers/ book accommodations Coordinate Team Synergy travel
arrangements Order refreshments & meals Design and print supplies Assemble welcome packets
QUESTI
ONS?!