CUSTOMER SERVICE SEMINARTeam Synergy

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Workshop overview Day 1: Customer Service

Communication Day 2: Serving International and

Domestic Clients Day 3: Damage Control and

Implementation Conclusions & Budget Recommendations Q & A

SEMINAR OVERVIEW There are three reasons to use our seminar!

1. It costs 10 times more to acquire a new customer than to keep an old one.

2. Customers will pay more for better service.3. Poor service is the #1 reason American

companies lose business

“if you don’t treat your customers right, someone else will” - BOB MIGLANI

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DAY 1 OVERVIEW Registration and Refreshments Introductions and Welcome PowerPoint What is Corporate Culture

Corporate Culture and its significance Four Levels of Corporate Culture Changing Corporate Culture

DAY 1 OVERVIEW Communication Skills

Customer Service Game Elements of Great Service Eighteen Communication Factors Universal Call Path Vocal Charades

DAY 2 OVERVIEW Welcome PowerPoint

Refreshments Overview of yesterday

Keynote Speaker- Timothy Edwards “Focus on the Customer”

DAY 2 OVERVIEW Personalities of clients

Dimensions of personality Quiz, which dimensions do you favor?

International Clients Statistics Cultural Norms Tips to deal with foreign customers

Listening Techniques Semantics Listening techniques

DAY 3 OVERVIEW Welcome PowerPoint

Refreshments Overview of Yesterday

Morning Learning Activities “Dealing with Anger” “The Angry Customer”

DAY 3 OVERVIEW Keynote Speaker-Frank Candy

“Customer Service Damage Control”

DAY 3 OVERVIEW Jeopardy – (5 teams of 20) Lecture and “pop quiz” on implementation of

what you have learned at the seminar Company brainstorm exercise

“How to implement things you have learned in your business day-to-day”

Wrap up and SOCIAL!!!

CONCLUSIONS

Total Attendees 100

Total Cost $ 36,587.00

Total Charged (Including commission)

$ 47,563.10

Per Person Cost $ 475.00

BUDGET

RECOMMENDATIONS Advertise Book venue / Purchase supplies & raffle

prizes Confirm speakers/ book accommodations Coordinate Team Synergy travel

arrangements Order refreshments & meals Design and print supplies Assemble welcome packets

QUESTI

ONS?!