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WE DO CARE! how to offer superior customer service for enhanced productivity, improved profits and better market share
A module of the Approved Training Program for the “ISO Certified In Marketing & Sales” certification, accredited by the Dutch Council for Accreditation make
it happen with
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AVAILABLE |
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A two-day participative program for service providers at all levels in all industries. EVERYBODY HAS CUSTOMERS. The main purpose of work in any organization is to serve the customer. Everything else is secondary. It doesn’t matter what industry you are in — whether it’s retail or service operation, from supermarkets and restaurants to insurance and banking, government or private utilities to the tourism industry. Serving customers is what it’s all about Let’s face it: one slight mistake in serving one customer in today’s extremely competitive business environment means millions of ringgit down the drain. Your company’s customers don’t deal with just your company alone; they have hundreds of other suppliers. Whatever excellent service they receive from one becomes a yardstick for their dealing with others, even from totally different industries. Today, it’s corporate suicide for your staff to take customer service lightly. Your people cannot afford just to show that they care. Customers are no more numbers or statistics; neither are they “markets,” “marketing,” or “territory.” Without customers, your products or services remain on the shelf. Without them, there’s no income, no salary for everybody in the company. It’s necessary, therefore, that your staff genuinely care. No mere lip service. Today’s customer is Boss! Objective
Workshop
Methodology
Whole-brain Alpha-theta Inducing. Once the skills are transferred, participants bring them back to the marketplace to practise on-the-job. Each participant will have a workshop-manual-cum-resource-book, includes key ideas from the train-ing session, which they can refer to in the months and years to come. In addition to that, GK Lim offers a free two-year post-training follow-up in the form of an ezine called “Partners,” emailed to participants twice a month. “Partners” is a continuing training and education tool PMEE’s — profession-als, managers, executives, and entrepreneurs. Each issue features articles on personal and business development, useful Internet links to other articles of interest to PMEE’s, humor and inspirational quotations. ISO Sales
Personnel Certification
Book your seats now! Tel: (03) 7044 666 / 777 / 888, fax: 03-7044 484 or e-mail: seminars@rayma.com.my . |
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| W H O S H O U L D A T T E N D |
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Anybody in the company who comes into contact with customers, directly or indirectly, in person or by any other means. This includes sales people, receptionists, telephone operators, clerks, and personnel in charge of service, maintenance, warehousing, distribution, and accounts. TEAM ATTENDANCE
HIGHLY RECOMMENDED
Certificate of Participation will be awarded. |
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| P R O G R A M C O N T E N T |
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Offering excellent customer service is good -- but what will it do for me, huh?" Appealing to the WIIFM (What's in it for me?) need in every company employee. Discussing and listing all the personal and career benefits an employee gets when he or she is really focused on offering fantastic customer service. Exercise: What is the name of your company? Who are the share holders? Who are your customers? Introductory
case studies
Why quality
service is important
Being a
customer yourself
We are dealing
with human beings
Emotional
Intelligence
Understanding
yourself
Excuses
for not giving good customer service
Your internal
customers
The MOT
(moment of truth) in customer service
Customer
service is all about communications
The telephone
Annoying
things people say or do on the phone
Specific
telephone techniques
Why customers
stop buying from your company
Complains,
complains
Cost of
a lost customer
Murphy's
Law
The Ron
Zemke service disaster recovery process
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| R E G I S T R A T I O N D E T A I L S |
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Sign up for all and take 10% off the total investment |
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Date
Time Venue |
July 25-26,
2001
9.00am - 5.00pm Crystal Crown Hotel Jalan Utara, Petaling Jaya, Selangor |
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Fees
Group Incentive |
RM980.00 per
person, inclusive of course materials, lunches, refreshments
Take 10% OFF for 3 or more from the same organisation FREE Subscription to The Economy Commentary |
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Reservation
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Reservation can be made by telephone, telefax or by e-mail. Registration is confirmed on receipt of registration form and payment must be cleared before program date. If unable to do so due to government policy or company procedure, please advise late payment in writing. |
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Cancellation
Policy
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Cancellations are valid only in writing. Full refunds applicable if written notice is received at least 2 weeks before each program. A 25% cancellation fee will be levied for cancellations received less than 2 weeks before the program. No refunds after commencement of seminar. Substitutions are allowed. |
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SBL
SCHEME
HRD
COUNCIL
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RAYMA is an Approved Training Provider with HRDC whereby approved training programs can qualify for 75% rebate of the fee. Please apply through your HR Department at least 30 days in advance of the program. |
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THE
RAYMA
GUARANTEE
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A full refund
to you if we do not deliver what we promised.
Just turn in your workbook at the end of the day! |
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WE
COME
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In-company
Customised Learning Solutions
Need to develop entire teams? All our public programs, based on best practices, can be developed in partnership with you to meet your organization's specific requirements. DETAILS |
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REGISTRATION
&
ENQUIRIES
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RAYMA Management Consultants
(M'sia) Sdn Bhd
2B Jalan SS24/13, Taman Megah, 47301 Petaling Jaya Selangor Darul Ehsan, Malaysia Tel: +60 3 7044 666 Fax: +60 3 7044 484 E-mail: seminars@rayma.com.my |
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nothing's
impossible! |
