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Yale Consultancy Sdn Bhd
Your Advanced Leading Executive
YALE Consultancy Sdn Bhd is an international professional service firm in Malaysia. The organisation is a dynamic practice providing professional services in research and development, training, corporate and management consultancy and couching to its clients. Our objective is to provide a high standard of professional practice in every field for every one of our clients.
Your Service is bad! How to manage Customer Satisfaction?
Course Synopsis This course is specially designed for marketers, front line staffs, front line managers, business owners, CEO or any staffs that needs to deal with customers at different departments. Customer satisfaction refers to customer needs and expectations being met all of the time, every time through the life of the product or services. Without this, an organisation has no customer loyalty. In this workshop, training on how to handle different level of clients is introduced. Various techniques on increasing customer satisfaction are exposed to the candidates. Remember, it cost more to gain a new customer than to retain an existing one and once a lost customer will be lost forever and dissatisfied customers have far more friends than satisfied ones.
Dr George Leow 012 326 6874 YALE CONSULTANCY SDN. BHD. (805615-X) 79-3, Amber Business Plaza, Jalan Jelawat 1 Cheras Batu 3½, 56000 Kuala Lumpur 016 977 4993 03 90801932 firstname.lastname@example.org www.yaleconsultant.com
Objectives • • To train candidates to provide a good customer care To overcome difficult customers at different levels
Programme Outline The lecturer concerned may start the class with a lecture of the topic. This will be followed by the class practical and case studies of the specific issues. Days Day 1 Assignments Knock, knock, who’s there? Who is the customer? The customer’s wants and needs Getting to know you. Understanding your market Great expectations. Getting it right the first time Where everybody knows your name. Effective communication Day 2 I don’t like to complain, but ….. complaints, feedback and recovery. Help, I need somebody; Help. Problem solving The times they are A-changin’. The management and ownership of change I can’t get no satisfaction. A whole “pack” of howlers
• • Enhance communication skills on dealing with customers Innovation and creative methods how to deal with different customers Who Should Attend Marketers, front line staffs, front line managers, business owners, CEO or any staffs that needs to deal with customers at different department
Course Method This course is highly interactive, inspiring and packed with fun. It consists of a lively mix of group work, discussions on case studies, and practical examples. Method of payment Price: RM1 200/pax Bank made payable to (please attach a copy of payment slip) Payee Name: Yale Consultancy Sdn Bhd