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<td width="209" align="right" valign="middle"><span style="font-family:'Trebuchet MS', Arial, Helvetica, sans-serif; font-weight:bold; font-size:26px; color:#333; text-align:right;">Maxsmith Group</span><br />
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<span style="font-family:'Trebuchet MS', Arial, Helvetica, sans-serif; font-weight:bold; font-style:italic; font-size:14px; color:#d61f29;">Performance Oriented</span></td>
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<td width="640" height="30" align="right" bordercolor="#3d60ac" valign="middle" bgcolor="#3B61AD" style="color:#FFF; font-family:'Trebuchet MS', Arial, Helvetica, sans-serif; font-size:14px; font-weight:bold; border-top:1px solid #069; border-bottom:1px solid #069;"><a href="http://www.maxsmithgroup.com/" style="color:#FFF; font-family:'Trebuchet MS', Arial, Helvetica, sans-serif; font-size:14px; font-weight:bold;">Home</a> | <a href="http://www.maxsmithgroup.com/about-us" style="color:#FFF; font-family:'Trebuchet MS', Arial, Helvetica, sans-serif; font-size:14px; font-weight:bold;">About Us</a> | <a href="http://maxsmithgroup.com/upcoming-training-events" style="color:#FFF; font-family:'Trebuchet MS', Arial, Helvetica, sans-serif; font-size:14px; font-weight:bold;">Upcoming Events / Training Calendar</a> | <a href="http://www.maxsmithgroup.com/contact-us" style="color:#FFF; font-family:'Trebuchet MS', Arial, Helvetica, sans-serif; font-size:14px; font-weight:bold;">Contact Us</a></td>
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<td width="640" height="400" align="left" valign="top" style="color:#000; font-family:'Trebuchet MS', Arial, Helvetica, sans-serif; font-size:13px;"><p style="text-align: center;"><span style="color: rgb(0, 0, 128);"><strong><em>"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?"</em></strong> </span>- <strong>Jeffrey Gitomer</strong></p>
<hr />
<p style="text-align: left;">Greetings,</p>
<p style="text-align: justify;">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…</p>
<p><span style="font-size: larger;"><strong>Customer service isn’t a department; it’s a philosophy</strong></span>.</p>
<p style="text-align: justify;">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.</p>
<p><strong><span style="font-size: larger;"><span style="color: rgb(255, 0, 0);">Join us on 20th and 21st February 2014 for a seminar on Customer Service for Frontline Staff. </span></span></strong></p>
<p><strong>Kind Regards, Marie Ekeno</strong></p>
<hr />
<p><em>"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."</em> - <strong>Kevin Kori, Administration – Internal/External Customer Care, Millward Brown E.A Ltd</strong></p>
<hr />
<p><strong>Read on for details below</strong> <///> <a href="http://maxsmithgroup.com/customer-service-frontline-staff"><span style="color: rgb(255, 0, 0);"><strong>View details on our website</strong></span></a> <///> <strong><span style="color: rgb(255, 0, 0);"><a href="http://maxsmithgroup.com/sites/default/files/Customer_Service_for_Frontline_Staff_Feb2014.pdf"><span style="color: rgb(255, 0, 0);">Download course details (PDF)</span></a></span></strong></p>
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<h2><span style="color: rgb(0, 0, 128);">Customer Service for Frontline Staff</span></h2>
<h3><span style="color: rgb(255, 0, 0);">Who Should Attend:</span></h3>
<p>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]</p>
<h3><span style="color: rgb(255, 0, 0);">Seminar Information:</span></h3>
<p><u><strong>Event Date: </strong></u>20th & 21st Feb 2014<br />
<u><strong>Duration: </strong></u>2 Days<br />
<u><strong>Time: </strong></u>8:30AM - 4:30PM<br />
<u><strong>Venue: </strong></u>Sarova Stanley Hotel, Nairobi, Kenya.<br />
<u><strong>Charges: </strong></u>Ksh. 36,500 + VAT (Ksh. 5,840) = 42,340 Per Participant / $500 USD<br />
<u><strong>Charges Include: </strong></u>Professionals fees, Learning materials, Meals & Refreshments<br />
<u><strong>Charges do not Include: </strong></u>Accomodation, dinner and travel</p>
<h3><a href="http://maxsmithgroup.com/bookings-form?course=Customer%20Service%20for%20Frontline%20Staff"><span style="color: rgb(255, 102, 0);">Reserve your spot now, Limited slots available</span></a></h3>
<h3><span style="color: rgb(255, 0, 0);">Key Topics Include</span></h3>
<h4>Customer Service - What Is It?</h4>
<ul>
<li>What is customer service?</li>
<li>Service as a competitive weapon</li>
<li>Quality from the customers’ perspective</li>
<li>Exceeding customer expectations</li>
<li>Customer service value</li>
<li>Case study of good customer service</li>
</ul>
<h4>Communication Skills</h4>
<ul>
<li>Face to face communication</li>
<li>Telephone manner/etiquette</li>
<li>Body language</li>
<li>Non-verbal communication</li>
<li>Questioning techniques</li>
<li>Active listening</li>
</ul>
<h4>Handling Difficult People and Situations</h4>
<ul>
<li>Types of difficult situations</li>
<li>Handling difficult people</li>
<li>Complaints management</li>
<li>When they want to talk to the manager</li>
<li>Letting off steam</li>
<li>Separating people from issues</li>
<li>Not taking it personally</li>
<li>Having the right attitude to complaints</li>
</ul>
<h4>Customer Behavioral Styles</h4>
<ul>
<li>Personality types</li>
<li>Adjusting styles for better communication</li>
<li>Motivating factors</li>
<li>What annoys each style</li>
</ul>
<h4>Stress Management and Self Motivation</h4>
<ul>
<li>What causes you stress?</li>
<li>Identifying your stress symptoms</li>
<li>Stress busters</li>
<li>Self motivation - what can I do?</li>
<li>Positive attitudes</li>
<li>Changing your self-talk</li>
</ul>
<hr />
<p><span style="color: rgb(255, 0, 0);"><strong>Call Marie or Jane for Reservations on our telephone lines below or pay us a visit at our offices.</strong></span></p>
<p><strong>Phone:</strong> +254-20-230-8975, Safaricom: +254-718-860-470, Airtel: +254-788-514-041</p>
<p><strong>OR email us on:</strong> bookings@maxsmithgroup.com</p>
<p><strong>OR click the following link to reserve a spot online: </strong></p>
<h3><a href="http://maxsmithgroup.com/bookings-form?course=Customer%20Service%20for%20Frontline%20Staff"><span style="color: rgb(255, 102, 0);">Reserve your spot now, Limited slots available</span></a></h3>
<p>Get an extra slot absolutely FREE for every three reservations made.</p>
<p>Get 5% discount on advance (2 weeks before the event) bookings and payments.</p>
<hr />
<h3><strong>What others who participated in this seminar had to say:</strong></h3>
<p><strong>NAME:</strong> Richard Owuor Odhiambo<br />
<strong>ORGANIZATION:</strong> Kenya Ports Authority<br />
<strong>POSITION/RESPONSIBILITY:</strong> ICT Support Officer<br />
<strong>RICHARD'S VIEW:</strong> 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”</p>
<p>--------------</p>
<p><strong>NAME:</strong> Kevin Kori<br />
<strong>ORGANIZATION:</strong> Millward Brown E.A Ltd.<br />
<strong>POSITION/RESPONSIBILITY:</strong> Administration – Internal/External Customer Care<br />
<strong>KEVIN'S THOUGHTS:</strong> 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.</p>
<p>--------------</p>
<p><strong>NAME:</strong> Mourine Magero<br />
<strong>ORGANIZATION:</strong> Express Shipping and Logistics (E.A) Ltd.<br />
<strong>POSITION/RESPONSIBILITY:</strong> Administration Officer<br />
<strong>WHAT MOURINE FELT:</strong> 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.</p>
<p>--------------</p>
<p><strong>NAME:</strong> Catherine<br />
<strong>ORGANIZATION:</strong> Kenya Ports Authority<br />
<strong>POSITION/RESPONSIBILITY:</strong> ICT Support Officer<br />
<strong>YOUR TESTIMONY:</strong> 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!</p>
<p>-------------</p>
<p><strong>NAME:</strong> Esther Wangeci Muturi<br />
<strong>ORGANIZATION:</strong> Swissport Cargo Services<br />
<strong>POSITION/RESPONSIBILITY:</strong> Accounts Assistant<br />
<strong>YOUR TESTIMONY:</strong> The Customer Service training was very beneficial, interactive, entertaining, educative .Especially the trainer was very knowledgeable of what she was teaching. Well done.</p>
<p>-------------</p>
<p><strong>NAME:</strong> Carole Muema<br />
<strong>ORGANIZATION:</strong> GS1<br />
<strong>POSITION/RESPONSIBILITY:</strong> Membership and Communication<br />
<strong>YOUR TESTIMONY:</strong> 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.</p>
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Windsor House, University Way, 4th Floor. P.O Box 399 - 01001, Nairobi, Kenya.<br />
Phone : +254-20-230-8975 Safaricom: +254-718-860-470 Airtel: +254-788-514-041<br />
Email: <u>info@maxsmithgroup.com</u> Website: <u>www.maxsmithgroup.com</u><br /></td>
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