The Art of Smart Service

The program is designed to instill a sense of self responsibility amongst all delegates as to the power and potential of their commitment to customer service and the benefits to be gained by all.

It is a well-researched fact that 67% of customers/clients stop doing business with a particular company/organisation because of indifferent attitude and lack of attention from staff. Only 9% are lost through price.  Businesses often lose sight of the fact that it costs six to 15 times more to attract new customers than to retain a loyal one.  Even a 5% increase in customer retention can raise profitability by 25-65%.

All of us prefer to do business with people we know, like and trust.  We will explore both attitudinal and aptitudinal skills and techniques to establish relationships develop rapport and build trust.

Emphasis will be on empowering the group to establish a set of service standards that all can agree on and work towards.

“From this workshop, I learned to be a better listener and to be more aware that when things become a bit tense that a more positive response will help achieve harmony.
Robyn’s energy and passion should be bottled and I know that I felt totally alive after being given the great pleasure of our team’s participation in her workshop.
To quote from the movie, When Harry Met Sally, “I’ll have what she’s having!”

Rob Kerkin
PriceWaterhouse
Brisbane