Event Description

Is Customer Service Burning Your Bottom Line?

Feb. 07, 2017

8:15 a.m. to 4:15 p.m.
Location: QNET - Suite 660, 175 Hargrave Street, Winnipeg

QNET Member / APICS / MB Aerospace Partner Rate: $349 + GST
Non-Member Rate: $419 + GST | Join QNET
Above rate includes a light lunch.

Expectations of customers are higher than ever. Unhappy customers are quick to leave if there is a problem with service.

Does your organization consistently make existing and potential customers feel welcome, provide the service that makes customers want to return, respond promptly to customer needs, provide positive experiences across multi-channels, follow-up on the promises made, and work to create user-friendly processes?

It’s common in organizations large and small to focus on the technical aspect and forget about the experiential side of customer service. Don’t let this happen to you. Why? Because many potential customers make purchasing decisions based on reviews of other customers. Negative reviews repel potential customers. A good number of negative situations stem from customers who are frustrated by unfulfilled expectations or a shortage of skill or motivation on the part of service providers.

Create a competitive advantage and step back from working In service and start working On your service. Learn best practices and pro-active tools and techniques you can implement in your organization. 

This one day session focuses on: 

  • Identifying “Moments of Truth” and opportunities to enhance service
  • Recognizing how our communication affects the customer’s experience.
  • Breaking down barriers – multi-channel communication, listening and questioning to assess customer needs.
  • Understanding how words, tone of voice and body language influence customer behavior and response.
  • Demonstrating care and concern

Facilitator: Bobbie Marshall is a professional coach, trainer, and service strategist, working with executives, teams and individuals in the areas of Mind Mapping, Customer Service, Communication and Leadership. By blending insight, expertise and a sprinkle of humour, she helps unlock the hidden talents and understanding that support individuals to achieve even more. Her approach combines brain-friendly methods and tools, time-tested techniques, and strategies that fast-track progress and gain results. Bobbie’s clientele is diverse – from large corporations to small entrepreneurial environments in both the private and public sectors. 

This workshop is:   

This session is presented by QNET in partnership with APICS Winnipeg Chapter, Manitoba Aerospace, and Industry Services, Jobs and the Economy, Province of Manitoba. 

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