Strategies for Service Excellence

Overview:
In the age of parity products, having satisfied and loyal customers often determines whether an organisation has a competitive advantage. A reputation for outstanding customer service is a tremendous competitive advantage, but also one that is very difficult to achieve and maintain.

Customer service requires the daily interface of a large number of employees and customers. It is in these “moments of truth”, where employees and customers meet during the delivery of service that successes and failures are measured.

Services therefore need to have well integrated external and internal strategies, especially in terms of marketing, people and operations. Through the effective delivery of service, these strategies influence the involvement, satisfaction and retention of both customers and employees, which in turn drive the profitability of the firm.

Customer retention and referral has become the lifeblood of any business, therefore, the profitable delivery of value to customers should be the concern of any business enterprise.

Programme:

• The service vision
• The service design and delivery
• The life time value of customers
• Creating customer value
• Service marketing and operations
• The service-profit link
• The profitable art of service recovery
• Mobilizing people for service excellence
• Developing a customer-oriented culture
• Service performance measurement

For:
Senior executives of commercial and service industries

Date: 23-25 February 2010
Fee: N 195,000

Click Here to Register for the Strategies for Service Excellence Seminar