According to event organizers:

Guest Speaker: Ben Keher, Management Training Consultant, Communication Consulting Ltd

Not only does it cost as much as six times more acquiring new customers than maintaining existing ones, loyal customers can also spend up to three times more on repeat business.

Good service is good business. As China continues to become a focal point of global commerce, the delivery of world class customer service, both externally AND internally become increasingly vital. In order to remain competitive and meet ever increasing customer expectations, businesses must have systems in place which ensure that there is a consistent approach to customer service across the organisation.

Who should attend: Anyone who has an interest in implementing improved service standards internally or externally across their business.

The workshop will cover:
    * How to define customer expectations - and how simply meeting them is the only the basic starting point
    * The importance of setting standards of service and what it takes to ensure those standards are met
    * How to identify Moments of Truth within the various internal/external customer interactions and ways to improve EACH of those moments
* Gaining buy-in from team members when implementing service standards

For more info, including program details and registration, visit http://www.sha.britcham.org/sh/events/details1.php?id=1336

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