Untitled Document

FACT:
Increasing competition is forcing businesses
to pay much more attention to satisfying
customers, including providing STRONG
customer service.



8 Rules For Good
Customer Service
From Susan Ward,



Good Customer Service Made Simple

Good customer service is the lifeblood of any business.
You can offer promotions and slash prices to bring in
as many new customers as you want, but unless you
can get some of those customers to come back,
your business won't be profitable for long.


Good customer service is all about
bringing customers back.

And about sending them away happy - happy enough
to pass positive feedback about your business along
to others, who may then try the product or service
you offer for themselves and in their turn become
repeat customers.


If you're a good salesperson, you can sell anything
to anyone once. But it will be your approach to customer
service that determines whether or not you'll ever be able
to sell that person anything else.

The essence of good customer service is forming
a relationship with customers - a relationship that
that individual customer feels that he would like to pursue.


How do you go about forming such a relationship?

By remembering the one true secret of good customer
service and acting accordingly;
"You will be judged by what you do,
not what you say."



I know this verges on the kind of statement that's often seen on a
sampler, but providing good customer service IS a simple thing.



If you truly want to have good customer service, all you have to do is
ensure that your business consistently does these things:



1) Answer your phone.
Get call forwarding. Or an answering service. Hire staff if you need to.
But make sure that someone is picking up the phone when someone calls your
business. (Notice I say "someone". People who call want to talk to a live
person, not a "fake recorded robot".)


2) Don't make promises unless you WILL keep them.
Not plan to keep them. Will keep them.
Reliability is one of the keys to any good relationship, and good
customer service is no exception.
If you say, "Your new bedroom furniture will be delivered on Tuesday",
make sure it is delivered on Tuesday.
Otherwise, don't say it.

The same rule applies to client appointments, deadlines, etc..
Think before you give any promise - because nothing annoys customers
more than a broken one.



3) Listen to your customers.
Is there anything more exasperating than telling someone what you want
or what your problem is and then discovering that that person hasn't been paying
attention and needs to have it explained again?
From a customer's point of view, I doubt it.
Can the sales pitches and the product babble.
Let your customer talk and show him that you are listening by making the
appropriate responses, such as suggesting how to solve the problem.



4) Deal with complaints.
No one likes hearing complaints, and many of us have developed a reflex
shrug, saying, "You can't please all the people all the time". Maybe not, but if
you give the complaint your attention, you may be able to please this one person
this one time - and position your business to reap the benefits of good customer
service.



5) Be helpful - even if there's no immediate profit in it.
The other day I popped into a local watch shop because I had lost the
small piece that clips the pieces of my watch band together. When I explained
the problem, the proprietor said that he thought he might have one lying around.
He found it, attached it to my watch band - and charged me nothing! Where do you
think I'll go when I need a new watch band or even a new watch? And how many
people do you think I've told this story to?



6) Train your staff (if you have any) to be ALWAYS helpful, courteous,
and knowledgeable.
Do it yourself or hire someone to train them.
Talk to them about good customer service and what it is (and isn't)
regularly.

Most importantly, give every member of your staff enough information and
power to make those small customer-pleasing decisions, so he never has to say,
"I don't know, but so-and-so will be back at..."



7) Take the extra step.
For instance, if someone walks into your store and asks you to help them
find something, don't just say, "It's in Aisle 3." Lead the customer to the
item. Better yet, wait and see if he has questions about it, or further needs.
Whatever the extra step may be, if you want to provide good customer service,
take it. They may not say so to you, but people notice when people make an extra
effort and will tell other people.



8) Throw in something extra.
Whether it's a coupon for a future discount, additional information on
how to use the product, or a genuine smile, people love to get more than they
thought they were getting.

And don't think that a gesture has to be large to be effective.

The local art framer that we use attaches a package of picture hangers
to every picture he frames.
A small thing, but so appreciated.




If you apply these eight simple rules consistently, your business will
become known for its good customer service.
And the best part?

The irony of good customer service is that over time it will bring in
more new customers than promotions and price slashing ever did!




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SERVEBEST
"Satisfaction in the eyes of a customer"

Date: March 27 - 28, 2008
Time: 8:30 AM to 5:30 PM
Venue: Astoria Plaza, Ortigas, Pasig City



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WORKSHOP OVERVIEW:

The program provides practical strategies and techniques resulting in to
excellent customer satisfaction. This workshop experience provides extremely
useful approaches to help ensure that products and services are produced.



Participants will learn the true meaning of exceptional service, how to
project a customer-friendly image, how to handle demanding customers leading to
both productivity and profitability.




Statistics show that consumers tell 9 - 12 people when they receive good
customer service, yet they tell 20 people when they receive poor customer
service. Amazingly, consumers will spend up to 10% more for a product or service
if they will receive better quality and service. These statistics demonstrate
the value of providing exceptional customer service... all the time!!


To benefit from the advantages SERVEBEST! can provide, employees need to
internalize service from within!



WORKSHOP OBJECTIVES:

Internalize "WOW" service as a "WAY" of life!
a.. Gain confidence in handling internal and external customer
requirements
b.. Ensure excellent delivery of products/services
c.. Develop appropriate and systematic procedures in handling customer
complaints particularly in after sales service
d.. Develop a personal action plan to acquire customer service skills

TARGET PARTICIPANTS:
a.. FRONTLINE MANAGERS
b.. FRONTLINE PERSONNEL
c.. CUSTOMER RELATIONS OFFICER
d.. CUSTOMER SERVICE SUPERVISOR
e.. CARING LEADERS
f.. HARDCORE TRAINERS
g.. SERVICE ORIENTED INDIVIDUALS



COURSE OUTLINE (DAY ONE) March 27, 2008:

Module 1 - Understanding the Customer and Customer Service

Who is a customer and how do I treat him right? How can I transform my
service from GOOD TO GREAT?
What is the impact of excellent customer service to financial gain?

Module 2 - Emotional Intelligence: Key to a Stable Personality
Self mastery leads to a peaceful way of life, even in times of great
and unexpected conflict.
Learn how people use this to achieve infinite possibilities in dealing
with difficult personalities.
Module 3 - Appreciating uniqueness and diversity of people
Knowledge goes a long way toward the delivery of exceptional customer
service. The behavioral matrix of people ensures a great deal of acceptance on
people's differences.
Module 4 - Projecting a charming personality
In people relationships, sometimes it's not what you say but how you
come across visually and linguistically.
Captivate complainers through your stable, powerful but safe presence.
Module 5 - Practical Ways to Keep a Customer Delighted
Learn and internalize four easy-to-follow but not rigid steps in
resolving an issue with an irate customer.
Discover how this very conversational formula can lead you to a
stress-free conflict
Module 6 - Stress Management: Key to a Balanced Service Personality
Manage your stress well and discover a "spa-like, wellness-inspired"
day-to-day operation. Master the secret of gaining more power despite toxic and
mind-boggling service scenarios.


COURSE OUTLINE (DAY TWO) March 28, 2008:

Module 1 - Dealing with Complainers

Strategize interaction with angry customers in an instant by quickly
assessing
what kind of complainer your dealing with.

Module 2 - Powerful Listening
Communication plays a vital role in easing out the situation.
Be on top by keeping quiet and globally understand the space of your
complainer.
Module 3 - Tools of the Trade: Voicemail, Email, Memos
Multi-media application supports the confidence of your customer.
The best customer is a well informed customer.
Module 4 - The Service Vocabulary
Neutralize the "atmosphere" using calming words and statements sending
an unspoken dialogue like "everything will be ok" and "I am in control of the
situation".
Module 5 - The Service Laboratory
Develop and customize systematic procedures and standards in handling
complaints
especially in the areas of warranty administration and after sales
service
Module 6 - Coaching as an Effective Tool to Sustain Excellent Customer
Service
Maximize full potentials of world-class customer service by empowering
your team
to being "ambassadors of service".


WORKSHOP METHODOLOGY:

| DYNAMIC LEARNING! | VALUES INTEGRATED | EQ CENTERED | LEARNER FOCUSED!
|

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THE LEAD FACILITATOR:

SAMUEL MENDOZA JR.

Dynamic Trainer * Powerful Coach * Practical Consultant



He is a pioneering leader in coaching and training having co-founded
the International Coach Federation (ICF) - Philippines Chapter, a highly
respected and recognized mother organization of the coaching community
worldwide.


His mastery of high impact training techniques specifically team
facilitation led to revolutionizing "entertrainment" approach to learning.



As a passionate corporate and life coach, he acquired his expertise
from
the top three coaching organizations in the world namely: Corporate
Coach University (Australia), Coach Training Institute (USA) and Top Human
Technology (Scholarship Grantee, China). As a dynamic international training
facilitator, he hyperactively sharpened handling cross-cultural, diversified
and multi-level groups coming from top companies like San Miguel Corporation,
Nestle, ABS-CBN, The Filipino Channel, Philamlife, Sunlife, Philips, Monde
Nissin, Citibank, Central Bank, PLDT and Enchanted Kingdom.



WE CUSTOMIZE DESIGN OF TRAINING PROGRAMS FOR EXCLUSIVE RUNS.


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Reserve NOW and SAVE P2,500 (prior to February 27, 2008)!* Limited to
only 30 Participants

Learning Investment for the 2-Day Seminar/Workshop:

Super Saver Rate: P8,848 - VAT INCLUSIVE (pay on or before February 27,
2008)


Early Bird Rate: P9,948 - VAT INCLUSIVE (pay on or before March 13,
2008)


Regular Rate: P11,348 - VAT INCLUSIVE (starting March 14, 2008)



LEARNING INVESTMENT INCLUDES: A "Fun-filled" Learning Experience,
complete with Learning Manuals/Hand-outs, Certificates, Freebies and FREE
Parking!! plus... Breakfast, Sumptuous Buffet Lunch & Snacks


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For the benefit of:



www.abetterchancefoundation.org.ph


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For seat reservations or queries, please call Mitch
or Kristine...



ARIVA! Seminar & Convention Organizers
895-8058 / 895-9527 / 890-9651
Call/Text: 0917-3257870
Email: SuccessSeminars@...

R E G I S T E R O N L I N E: www.Ariva.com.ph

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UPCOMING - ARIVA LEARNING EVENTS

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Date: March 27 - 28, 2008
Time: 8:30 AM to 5:30 PM
Venue: ASTORIA PLAZA, Ortigas, Pasig City

SERVEBEST:
A CUSTOMER SERVICE WORKSHOP

The program provides practical strategies and techniques
resulting to excellent customer satisfaction. This workshop experience
provides extremely useful approaches to help ensure that products and services
are produced.

Participants will learn what exceptional service is,
how to project a customer-friendly image,
how to handle demanding customers leading
to both productivity and profitability.

Statistics show that consumers tell 9 - 12 people
when they receive good customer service, yet they tell
20 people when they receive poor customer service.
Amazingly, consumers will spend up to 10% more for
a product or service if they will receive better quality
and service. These statistics demonstrate the value
of providing exceptional customer service.



Learning Investment for the 2-Day Seminar-Workshop


Super Saver Rate : PHP. 8,848.00
(Pay on or before February 27, 2008)

Early Bird Rate : PHP. 9,948.00
(Pay on or before March 13, 2008)

Regular Rate : PHP. 11,348.00
(Starting March 14, 2008)



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APRIL 2008


Date: April 10, 2008
Time: 8:30 AM to 12:00 NN (Morning Session)
Venue: ASTORIA PLAZA, Ortigas, Pasig City

BUSINESS ENGLISH COMMUNICATION SERIES:
Peak Performance on the Phone!


Does your "phonetics" still entail sincere servicing?

Here's a course that lets you improve phone-servicing
skills (landline and cell based). Knowing more about
phone management gives you the edge in servicing.
It's time to give your front liners that POP-experience
for you to achieve exemplary professional image and
winning business results!


Learning Investment for the Half-Day Seminar:

Early Bird Rate : PHP. 2,148.00
(Pay on or before March 10, 2008)

Regular Rate : PHP. 2,848.00
(Starting March 11, 2008)



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Date: April 10, 2008
Time: 1:30 PM to 5:00 PM (Afternoon Session)
Venue: ASTORIA PLAZA, Ortigas, Pasig City

BUSINESS ENGLISH COMMUNICATION SERIES:
Speak to Succeed!


Encounters.meetings.functions.events.you name it!

They all happen at work! And just to be consistently
considered unblemished with our spoken English-
there are still Filipino professionals who would rather
keep silent or distant in situations like these. Question?
Are you one of them? Time to shine, my friend! If fear of
using English is what actually stops you, don't let these
kind of frights manage you. It's about time you manage
them! Here's a course that lets you gain confidence in
conversational English and use it as one great tool for
professional success!



Learning Investment for the Half-Day Seminar:

Early Bird Rate : PHP. 2,148.00
(Pay on or before March 10, 2008)

Regular Rate : PHP. 2,848.00
(Starting March 11, 2008)



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Date: April 11, 2008
Time: 8:30 AM to 12:00 NN (Morning Session)
Venue: Dusit Hotel Nikko, Makati City

CORPORATE IMAGE ENHANCEMENT SERIES:
Business and Social Protocol

Work yourself up the corporate ladder with confidence
and grace! Our aim is to provide you with the principles
and skills needed to be competent professionals and
to project that professional image. This seminar will
hone your business and social skills.



Learning Investment for the Half-Day Seminar:

Early Bird Rate : PHP. 2,148.00
(Pay on or before March 11, 2008)

Regular Rate : PHP. 2,848.00
(Starting March 12, 2008)



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Date: April 11, 2008
Time: 1:30 PM to 5:00 PM (Afternoon Session)
Venue: Dusit Hotel Nikko, Makati City

CORPORATE IMAGE ENHANCEMENT SERIES:
Power Dressing & Style

Make an impact with a power image! Our seminar will
provide you with the knowledge and skills needed to
create a professional image and to improve your fashion
sense and personal style.



Learning Investment for the Half-Day Seminar:


Early Bird Rate : PHP. 2,148.00
(Pay on or before March 11, 2008)

Regular Rate : PHP. 2,848.00
(Starting March 12, 2008)



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Date: April 16 - 17, 2008
Time: 8:30 AM to 5:30 PM
Venue: ASTORIA PLAZA, Ortigas, Pasig City

MANAGING YOUR SALES RESULTS:
PERFORMANCE MANAGEMENT


Beyond the traditional booking of sales, this session addresses
the concern of measuring effort that would lead into the
Performance Management process.



Learning Investment for the 2-Day Seminar-Workshop


Super Saver Rate : PHP. 8,848.00
(Pay on or before March 17, 2008)

Early Bird Rate : PHP. 9,948.00
(Pay on or before April 11, 2008)

Regular Rate : PHP. 11,348.00
(Starting April 12, 2008)



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Date: April 17 - 18, 2008
Time: 8:30 AM to 5:30 PM
Venue: ASTORIA PLAZA, Ortigas, Pasig City

TEAM MATTERS: DEVELOPING
TEAM LEADERSHIP SKILLS PROGRAM


"Team" is a word and concept that is being discussed
more and more as businesses and organizations strive
to improve profitability, effectiveness, and efficiency.

Building a team is hard work. It can also be quite stressful
if you lack the team skills.

Attend our two-day skills based workshop that
enhances team leader skills to effectively lead and
motivate team. This is a unique training program that
equips team leaders with tools and techniques in
assessing the team's level of "team-ness" and create
action plans to address gaps.




Learning Investment for the 2-Day Seminar-Workshop


Super Saver Rate : PHP. 8,848.00
(Pay on or before March 17, 2008)

Early Bird Rate : PHP. 9,948.00
(Pay on or before April 12, 2008)

Regular Rate : PHP. 11,348.00
(Starting April 13, 2008)



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Date: April 24 - 25, 2008
Time: 8:30 AM to 5:30 PM
Venue: CSB HOTEL, MANILA

SUCCESS SERIES CONVENTION
"ReDiscover the Power of Professionalism"
(2008 Convention for Executive Secretaries and
Administrative Executives)

Learning Investment for the 2-Day Convention



Super Saver Rate : PHP. 5,348.00
(Pay on or before March 7, 2008)


Early Bird Rate : PHP. 6,148.00
(Pay on or before March 24, 2008)

Regular Rate ; PHP. 6,848.00
(Starting March 25, 2008)



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For seat reservations or queries, please call Mitch or Kristine...


ARIVA! Seminar & Convention Organizers
895-8058 / 895-9527 / 890-9651
Call/Text: 0917-3257870

Email: SuccessSeminars@...

R E G I S T E R O N L I N E: www.Ariva.com.ph

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