Upcoming Workshop - Customer Service for Frontline Staff

Wed Jan 29 00:06:32 CST 2014

"Biggest question: Isn’t it really ‘customer helping’ rather than
customer service? And wouldn’t you deliver better service if you thought
of it that way?" - Jeffrey Gitomer
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Greetings,

It’s all about creating an amazing customer experience. And, creating
customer amazement isn’t hard. It’s something we can all do, and be
good at it. And, not just good, but amazing!  Delivering amazing customer
service isn’t just for people on the front-line or in customer-facing
jobs.  It’s everybody’s job, from the CEO to the most recently hired
employee.  Because…

Customer service isn’t a department; it’s a philosophy.

It means adopting the right mindset and having the right attitude about our
customers, both internal and external.  It’s about everyone, regardless
of their position, being a leader and role model when it comes to creating
amazing service.

Join us on 20th and 21st February 2014 for a seminar on Customer Service
for Frontline Staff. 

Kind Regards, Marie Ekeno

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"I am glad to have been in this seminar where the instructor is friendly,
interactive, engaging and listens to everyone. I learnt from her and also
from others in the group. It’s been interesting and I have learnt a lot;
to put into practice my role. I would recommend to many." - Kevin Kori,
Administration – Internal/External Customer Care, Millward Brown E.A Ltd

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Customer Service for Frontline Staff
-------------------------------

Who Should Attend:
-------------------------------
Anyone who is a touch point to the customer – directly or indirectly, who
wants to improve their working relationship both with external and internal
customers.  [Customer Service, Finance, Technical Support, Documentation,
Credit and Collections, Human Resources, Information Technology, Help Desk,
Administrative, Sales Support]

-------------------------------
Seminar Information:
-------------------------------
Event Date: 20th & 21st Feb 2014
Duration: 2 Days
Time: 8:30AM - 4:30PM
Venue: Sarova Stanley Hotel, Nairobi, Kenya.
Charges: Ksh. 36,500 + VAT (Ksh. 5,840) = 42,340 Per Participant / $500 USD
Charges Include: Professionals fees, Learning materials, Meals &
Refreshments
Charges do not Include: Accomodation, dinner and travel

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Reserve your spot now, Limited slots available
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Key Topics Include

Customer Service - What Is It?

What is customer service?
Service as a competitive weapon
Quality from the customers’ perspective
Exceeding customer expectations
Customer service value
Case study of good customer service
Communication Skills

Face to face communication
Telephone manner/etiquette
Body language
Non-verbal communication
Questioning techniques
Active listening
Handling Difficult People and Situations

Types of difficult situations
Handling difficult people
Complaints management
When they want to talk to the manager
Letting off steam
Separating people from issues
Not taking it personally
Having the right attitude to complaints
Customer Behavioral Styles

Personality types
Adjusting styles for better communication
Motivating factors
What annoys each style
Stress Management and Self Motivation

What causes you stress?
Identifying your stress symptoms
Stress busters
Self motivation - what can I do?
Positive attitudes
Changing your self-talk

-------------------------------

Call Marie or Jane for Reservations on our telephone lines below or pay us
a visit at our offices.

Phone: +254-20-230-8975, Safaricom: +254-718-860-470, Airtel:
+254-788-514-041

OR email us on: bookings at maxsmithgroup.com
-------------------------------
Get an extra slot absolutely FREE for every three reservations made.

Get 5% discount on advance (2 weeks before the event) bookings and
payments.

What others who participated in this seminar had to say:

NAME: Richard Owuor Odhiambo
ORGANIZATION: Kenya Ports Authority
POSITION/RESPONSIBILITY: ICT Support Officer
RICHARD'S VIEW: Being an ICT officer whatever I have achieved is of much
importance to me as a person and will make me add more value to our
organization to enable it achieve its main VISION and MISSION which is to
be “A WORLD SEAPORT OF CHOICE BY THE YEAR 2030”

--------------

NAME: Kevin Kori
ORGANIZATION: Millward Brown E.A Ltd.
POSITION/RESPONSIBILITY: Administration – Internal/External Customer Care
KEVIN'S THOUGHTS: I am glad to have been in this seminar where the
instructor is friendly, interactive, engaging and listens to everyone. I
learnt from her and also from others in the group. It’s been interesting
and I have learnt a lot; to put into practice my role. I would recommend to
many.

--------------

NAME: Mourine Magero
ORGANIZATION: Express Shipping and Logistics (E.A) Ltd.
POSITION/RESPONSIBILITY: Administration Officer
WHAT MOURINE FELT: Have learnt a lot and will deliver services. Instructor
was friendly. She was very welcoming person. To encourage her to do more to
others as she did to us.

--------------

NAME: Catherine
ORGANIZATION: Kenya Ports Authority
POSITION/RESPONSIBILITY: ICT Support Officer
YOUR TESTIMONY: The course outline was relevant and up to date. It was well
organized and hope to have more courses with your organization in future.
The lecturer was kind and easy to understand (fluent). Job well done!

-------------

NAME: Esther Wangeci Muturi
ORGANIZATION: Swissport Cargo Services
POSITION/RESPONSIBILITY: Accounts Assistant
YOUR TESTIMONY: The Customer Service training was very beneficial,
interactive, entertaining, educative .Especially the trainer was very
knowledgeable of what she was teaching. Well done.

-------------

NAME: Carole Muema
ORGANIZATION: GS1
POSITION/RESPONSIBILITY: Membership and Communication
YOUR TESTIMONY: It was very informative and interactive session.Learnt so
much about how to handle different issues and people in general. Made a lot
of friends which indeed expanded my network.

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