CUSTOMER CARE EXCELLENCE 1 Workshop
Creating a Customer Service-Centric Attitude
PROGRAM
09:00-12:00
"Customer Service-Centric Attitude" is a mindset or approach of the entire organization or of each individual team member, in which customer service is considered a priority and is placed at the center of all actions and decisions. An organization with a customer service-centric attitude is oriented towards the needs and expectations of customers and is willing to do whatever it takes to meet them. This involves listening carefully to customer feedback, resolving issues promptly, providing tailored solutions and maintaining open and effective communication with customers.
In this course, we will explore the steps and strategies necessary to create a customer service-centric attitude within your organization.
YOU WILL LEARN
- Steps to Create a Customer Service-Centric Attitude
- Strategies to create a Customer Service-Centric Attitude
- Sustaining a Customer Service-Centric Attitude
- Alignment with Business Objectives
- How an SOP/Procedures & KPIs play an integral role in Customer Care
Cultivating Customer Loyalty through Effective Communication
PROGRAM
13:00-16:00
„Customer Loyalty” must be an objective in every business, to ensure the growth and long term viablity. In today's highly competitive business landscape, maintaining a loyal customer base is essential for long-term success. Effective communication with customers is a cornerstone of building and sustaining these valuable relationships. When customers feel heard, valued, and understood, they are more likely to remain loyal to your brand. In this session, we will explore various strategies and techniques for communicating better with your customers to ensure their long term loyalty.
To communicate effectively with your customers, you must first understand them. This foundational knowledge will help you tailor your communication strategies to resonate with your target audience.
YOU WILL LEARN
- Understand Your Customers
- Gaining Insights into Needs and Preferences
- Tailoring Communication Strategies
- Clear and Transparent Communication
- Customer Feedback and why it is essential
MASTER TRAINER: GEORGIOS BAKOPANOS
Georgios' story begins in Vancouver, Canada, where at the age of 21 he was already running his own business: a restaurant with 30 employees. He can often be heard saying "customer service runs in my blood". There is no doubt after 35 years of professional career, this statement represents Georgios in every respect. Having lived and worked in 3 countries/2 continents, having lead thousands, he is passionate and dedicated to sharing his knowledge. Often invited as a speaker/Jury for events with hundreds of guests and has been a consultant for many well-known companies in Romania. Georgios is currently considered the top freelance consultant when it comes to Customer Care in Romania.
IMPORTANT INFORMATION
- Students will be provided with manuals in electronic format via e-mail. All participants will be provided materials for each of the 2 main subjects approx. 6 x A4 pages ** choice of language EN or RO
- Better bring all necessary for taking notes when demanded by trainers.
- Video is not allowed: Only in very specific moments of the education under trainer acceptance and supervision.
- Course presentation will be conducted mainly in Romanian language, however to ensure “ the full message/ real life examples” are understood well, some English will be used.
- Participants may be asked to also „briefly present” in the class, their knowledge and experience.
- Q&A will be offered after 16:00 for anyone wishing to stay, maximum 1 hour. (if time & space allows) .
- Each participant will also be provided with a contact email and offered the possibility to write with any questions in regards to the „Theoretical manual and/or the education” should any participants feel they did not fully understand any information.
*For logistic reasons, some modifications may appear in the program. These will be announced in due time for a better organization of the workshop.
Next workshops
May 2024
Location : World Class Caro
Address: Barbu Văcărescu 164 Bvd., Bucharest, Romania
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