[Qemu-devel] CREATING CUSTOMER LOYALTY THROUGH EXTRAORDINARY SERVICE

[MarkPlus Malaysia]

 

Good day,

 

We would like to inform you that MarkPlus&Co Consultancy is holding a one-day training session on How to Create Customer Loyalty on February  22, 2011 at the Royale Chulan Hotel in Kuala Lumpur.

 

This training will be helpful as it will discuss tools on how service can attract and keep your best customers. The training will feature a very experienced trainer and practitioner, Ms. Emilia Zainol, who will share her experience on boosting customer loyalty  amongst retailers and mall employees. It was partly due to her efforts, that her company has won many accolades on service, has an impressive loyal following of visitors and retailers, and thus continues to become a major profit center.

 

This training is perfect for Senior Executives, Head of Departments, Managers, Supervisors and Team Leaders and those that are responsible for service to customers.

 

We can provide a special price for you if you call us at 03 2166 8197 or 019 309 9907  (and ask for Mien Aziz).

 

 

 

Program Summary:

 

CREATING CUSTOMER LOYALTY THROUGH EXTRAORDINARY SERVICE

 

22 February 2011

9 AM  to 5 PM

Royale Chulan Hotel 

5 Jalan Conlay, 50450 Kuala Lumpur

 

Certificate of attendance awarded for those who complete the course

 

 

INTRODUCTION:

 

In today's competitive business world, many companies are implementing marketing campaigns designed to attract new business. Unfortunately, the cost for these campaigns can be very high with little return on investment. What is often lost in the mix is the fact that it can be much more cost effective to have a loyal customer base that returns again and again rather than constantly seeking the next new customers.

 

Every business has a need for loyal customers. Not only is it less expensive to build loyalty in your existing customers but often they will spend more with you and spread word of their satisfaction to their friends. Overall, the return of investment of keeping customers satisfied and loyal is much higher than the return on advertising to new customers.

This one day training program will teach you how to create a service system in your company that will boost customer satisfaction and create customer loyalty. Learn how your company can increase revenue and profit through extraordinary service.

 

LEARNING OBJECTIVES

At the end of the course participants shall be able to:

- Master the underlying concepts of customer expectations, experience, satisfaction and loyalty

- Be able to identify regular, loyal and at risk customers and respond accordingly

- Be able to deliver excellent service to customers and achieve higher satisfaction

- Be able to proactively go the extra mile to deliver extraordinary service

- Be able to manage customer relationships to maximize repurchase and referrals

- Be able to winback lost customers through personalized approaches

 

COURSE SYLLABUS

Session 1: Understanding Customer Expectations, Customer Satisfaction and Customer Loyalty

Session 2: Understanding & Managing Customer Types Based on Satisfaction Level

Session 3: Service Excellence and Beyond

Session 4: Building An Extraordinary Service Culture In Your Organization

 

WHO SHOULD ATTEND?

Senior Executives, Head of Departments, Managers, Supervisors and Team Leaders and those that are responsible for service to customers.

 

SPEAKER

Emilia Zainol has over 10 years experience as a service practitioner. She has helped retailers and malls improve their service and boost customer loyalty. As a trainer, Emilia has helped banks, retailers, and many service companies improve their service performance.

 

COURSE FEE AND REGISTRATION

RM 800 per person (includes Lunch, Tea breaks, Course Notes and Certificate of Completion)

 

To register, please contact:

MIMIEN AZIZ

MARKPLUS&CO CONSULTANCY SDN BHD

Mobile: 019 309 9907

Telephone: 03 2166 8197

Faxsimile: 03 2166 9197