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Excellent Customer Relationship Management Introduction : The ability to provide "excellent service" to customers is the key to determine the success or failure of an organization. However, it is not easy to achieve "excellent service".
What is good service? Sometimes, we may make mistake when serving our customers. How can we correct it? In view of limited resources, what major part should we focus on?
You will be able to understand from this workshop how to provide outstanding service road, and effectively used in the operation. Targets: Frontline staff who need to handle customer services Managers and Department Heads Professionals who are determined to improve service quality
Your Benefits: Know how to set appropriate priorities and solve problem when dealing with customers Understand what may make our customers feel dissatisfied Know how to provide practical suggestions to improve customer service
Content: What is excellent customer service? How to deal with customers' expectation How to satisfy your customers How to cooperate with different departments to provide excellent customer service Develop action steps for continuous improvement
Date and Time: 8th Aug, 2009 (Saturday), from 9:30 a.m. to 12:30 p.m. Venue: e-Tech Forum, 4/F, 402- 406, Hennessy Road, Wanchai, Hong Kong Approach: Short lecture input, hands-on exercises, role-play, group discussion and presentation, and debriefing. Learning Medium: Lectures and activities in class all conducted in Cantonese, with English terms as appropriate. Facilitator: Dr. C. Y. Wong Fee: Regular Rate : HKD 1900 per person; OR IIM / HKCSMB Members : HKD 1700 per person; OR Early Bird Rate : HKD 1700 per person if registered and paid by 25th Jul 2009; OR Group Discount : HKD 1500 per person if 3 or more enroll from the same organization in one go
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Excellent Customer Relationship Management