Building Customer Loyalty Through Service Quality

Training on
Building Customer Loyalty through Service Quality

26 September 2015

Loyal customers bring increased profits because they can be cheaper to serve, are heavy users of the organization’s goods and services, and are likely to refer the clients to the organization. If customer loyalty is driven by customer satisfaction, and satisfaction is driven by perceptions of quality of the service provided by the organization, then the key to customer loyalty lies in creating and delivering superior quality and customer experience.This course is the newest course aimed at individuals and companies wished to up their service for better customer satisfaction and increase of profits.It will be a highly participative, trainer-led course which gives the participants the skills and knowledge they can immediately use in the workplace.Also participants will see study cases about importance of improving customer service programs, how to see the financial impact of the work on the service, the possibility of creating a positive customer experience and gaining the loyalty and how to involve staff in the process of building loyalty

COURSE OBJECTIVES

• Describe exceptional customer service.
• Identify the benefits of great customer service.
• Recognize barriers to the delivery of outstanding customer service.
• Demonstrate how to measure customer-satisfaction levels and take corrective action.
• Use different methods for service monitoring.
• Use techniques for dealing with angry or upset customers.
• Develop a personal action plan to improve customer-service skills.

THREE REASONS WHY THIS COURSE IS FOR YOU:

• The market is very competitive now so this means the customers have more power to choose the product or business that provides them better services. The customers now expect more than just a product.
• Unhappy customers with your products or business will tell 10 people about their bad experiences. While, the happy customers will tell only about 5 people. However, the happy customers will be the free marketers of your business.
• It costs the business less to retain the existing customers than trying to get new ones. The existing and loyal customers will spend more with your business than your competitors.

COURSE CONTENTS
1

 TRAINER PROFILE 

Mr. Phoung Vuthy, Country Director, BMRS Asia (Cambodia) Ltd. Vuthy is currently the Country Director of BMRS Asia, a professional research company based in Cambodia and Thailand. He is one of the founding members of BMRS Asia (Cambodia) Ltd and has more than 15 years of experience in marketing, sales, customer service, project management and marketing research. As Country Director, Vuthy is responsible for managing the business performance and providing client services to his clients and monitoring service quality delivered by his staff. Vuthy has extensive experiences in market research, project management and managing teams to carry out both quantitative and qualitative projects. He has been working with clients from a broad range of sectors in Cambodia including banking and finance, telecommunication, construction, health care, FMCG, agriculture and media.

Ms Juli Oyshchenko (Guest Speaker), International Marketing Expert. Juli Oyshchenko is an international marketing expert with over 10 years of practice in the field of Marketing. Works in the retail sector since 2007. Under her direction retail chain where she worked increased its share of loyal customers from 29% to 62%, and the total revenue from loyal customers has grown by 10 times.It has also been developed and successfully introduced a system of quality control services. Juli worked in companies which served over 400,000 clients daily. Loyalty program created by Juli took the 2nd place among all the loyalty programs of Ukraine.

TRAINING DETAILS

Date:                26 September 2015 (one day course)

Venue:             Hotel/Restaurant located in Phnom Penh

Time:                9 am- 5 pm

Language:       Khmer and English

Fee:                 US$ 75

Early Bird:       US$ 50 (Register before September 24, 2015)
Fee include     Certificate, training materials and snack

REGISTRATION
MRTS Consulting Ltd.
Phone: 077 650222, 010 650222, 023 6768909
Email: training@mrts-cambodia.com
Website: www.mrts-cambodia.com FB Page: TrustInMRTS