Pro-active Customer Service Series

The Harry Pound Company brings us their Pro-Active Customer Service Series at an amazing price of only P999 per seminar, that is if you reserve on or before April 24.

Seminar #1: Effective Customer Complaint Management

Date and Time: May 14, 2009 (8:30am-12:30pm)
Venue: Horizon Hotel, Edsa, Mandaluyong City
 
Every customer encounter is a possible situation for encountering complaints. Since it is so common, the question is how do we successfully resolve them?
 
This seminar presents complaint management strategies that will enhance your ability to resolve conflicting views, use key phrases to pacify customers and negotiate well to reach mutually acceptable resolutions.
 
Seminar Objectives:
1. To enhance your ability to effectively deal with complaining customers
2. To develop a complain management system that balances the company's and the customer's objective
3. To gain insights that would develop your confidence and maturity when dealing with difficult situations
4. To learn and apply how to manage customer expectations properly
 
Seminar #2: Managing Difficult and Demanding Customers
Date and Time: May 14, 2009 (1:30pm-5:30pm)
Venue: Horizon Hotel, Edsa, Mandaluyong City

In business, you cannot predict the type of customer that you will meet, and more importantly, you cannot be discriminatory in serving customers. 

It is a fact that you will encounter both negative and positive people in your daily work. The challenge is on how you turn negative customer incidents into successful encounters.
 
Experts say that difficult customer situations can be defused if the customers feel they are being treated properly. Therefore, we should not discount the difficult customers because they are also potentially good customers that are worth saving.
 
Dealing effectively with difficult customers will benefit you as well as your organization. It takes real skill to be successful with challenging customers and in the process boost your confidence and interpersonal skills.
 
Seminar Objectives:
1. To develop insights on what makes customers difficult and what might be driving their behavior
2. To improve your ability to interact with different types of difficult customers
3. To develop a framework on how to deal with customers in complicated situations
4. To formulate a practical action plan on preparing yourself for problematic customer encounters

For more information, email trainingforless@harrypound.com.