Customers Service and Retention

How To Make Your Customers Return Again And Again

Overview

 

Peter Drucker says that the purpose of a business is to create, keep and grow customers. Growing requires not only creating customers but also keeping and retaining profitable customers who can also be our businesses’ ambassadors.

 

There are increasing competiton and market liberalization due to Globalization (and Regionalization), more and more customers’ expectations and demands, unprecedented communication accessibility, and pressure from what Thomas Friedman calls the “flatteners” of the business world.

 

Organizations need to keep customers, build market share and improve the performance of the entire work force so they develop a culture of delivering superior and exceptional customer service, and enhance the psychological contracts.

 

Customers are more affluent and demanding now! The pressure is increasing to increase customers’ satisfaction and perceived value.

 

Come and discover the 5 foundations for excellent customer service and 5 proven steps to Quality Customer Service.

 

 

Content/Objectives

1.        To build service excellence mindset

2.        To understand the 5 foundations to deliver outstanding customer service

3.        Discover proven steps to Quality Customer Service

4.        Enjoy yourself and network

 

 

Administrative Details

Date                         : 12 January 2008 (Saturday)

               

Time                         : 9.30am to 11.00am

               

Venue                     : Malaysian Institute of
                                  Management

                                  Management House

                                  227 Jalan Ampang

                                  50450 Kuala Lumpur

 

Fees                        : MIM Members (Free)

                                  Non-Members (RM45)

Attendance             : For all membership categories

 

Facilitator

Simon Soh, MMIM, MIM-CPT, Certified Knowledge Manager (USA), MBA (Cranfield School of Management, UK), Diploma in Marketing (CIM, UK) and Diploma in Management Programme (MIM), is currently pursuing his Doctorate of Business Administration. He has held various senior management positions with Cycle & Carriage Bintang Bhd., Citicorp Services Inc. (USA) PA Consulting, Korn/Ferry Futurestep International, Success Motivation International and TEC International. He regularly conducts programmes on personal leadership, motivation and attitudinal change, sales motivation, selling skills and strategic management for companies in Malaysia, Singapore and Indochina. He is the District Trainer for the Lions Club District 308B. He is also the Course Director for this programme.

 

He started his career as a Sales Engineer with Cycle and Carriage Bintang Bhd, responsible for sales/marketing of Mercedes Benz and Thysen Hanchel specialised vehicles (military trucks, Armoured Personnel Carriers, TAM Tanks, Ambulances, Fire Fighting Vehicles, etc).  He rapidly moved to various senior management positions in the organisation and later in other organisations and industries.  He was Group Product Manager with Cycle and Carriage Bintang Bhd, Division Business Director with Malaysian Resort Timesharing Sdn Bhd, Country Manager/Regional Director with Citicorp Payment Products/Cash Management Division (Citibank/CitiGroup), and Consultant with PA Consulting, Success Motivation International USA, Korn/Ferry Futurestep USA, and Service Quality Institute USA.  His breath of working experience covers sales and marketing, advertising, dealers management, Government relations, business development, business management, strategic planning, change management, human resource management, training/HR development, quality management, customer service quality and head hunting/Recruitment.