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Customer Care Excellence (Virtual)
March 8 @ 9:00 am - March 9 @ 5:00 pmRM1,300
Excellent customer service is a management issue- it’s a manged process. It is not just “the best we could do”. It is about a goal, measurement, feedback, staff involvement, rewards, and accountability. It is about a process with checklists, training, and planned “extra mile”.
It costs an organization five times as much to win a new customer than to keep a current one. But customers are not loyal by nature and research shows that emotion influences purchase decisions six times more than rationale. Connecting to a customer on an emotional level is the key to establishing a lasting relationship with its brand. Team members must go beyond simply delivering their product and develop strong bonds with their customers. It is essential that all representatives of an organization provide a unique customer experience by proactively anticipating their customer needs and expectations and exceeding them, every time.