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
