Can You Still Win With Service?

As companies compete in today's "new normal," many have been redefining and refocusing their branded offerings. However, in their efforts to more clearly differentiate their brand promises, they've travelled different roads.

But price-based differentiation will always prove to be a difficult challenge, as too often a company's new lower prices can be matched by others

You can no longer rely on price as the core benefit associated with its own-brand products.

We also know that, even in the "new normal," customer service still matters.

 For example, a recent survey reported that more than 60% of consumers rated customer service as important. Perhaps more impressive, the same study reported that customers will spend an average of 9% more when they feel a company provides excellent service.

 But despite the fact that great customer service is often what separates an engaged, loyal customer from one who is essentially indifferent, this survey revealed that only about a third of consumers feel they're now getting great customer service.

If customer service is so important, why not pursue it as the means to gain a sustainable competitive edge? 

Maybe, as one observer has stated, maintaining close customer relationships "takes too long and costs too much." In a world increasingly focused on short-term payoffs, patience is a rare commodity.

However, there are at least a few brave souls who are embarking down the less-travelled customer service path.

Proclaim a differentiated customer experience based not on price or product but on the place (open and airy design), the policies and processes (customer-friendly), and the people (hiring and training employees to coddle customers). 

Big banks "think customers choose the bank that pays the highest rates. They're wrong. People will choose your bank at lower rates if you can give them a better experience -- if you spoil them."

Brand differentiation based on superior service, whether in banking or retailing, requires a good deal. It requires looking at every customer encounter through the eyes of the customer and paying close attention to the "people" component which has shown to be so important.

Creating engaged customers requires the efforts and energies of engaged employees, whether they're bank tellers or supermarket clerks. These service and people factors are far more difficult for competitors to imitate. As a result, they help establish brand differentiation that endures over time.

Some have claimed that in the "new normal," it won't be "business as usual." As marketers have shifted their focus from customer acquisition to customer retention, it will take more than price and product to build a lasting and competition-resistant customer relationship. 

Register, learn and master the skills on how to transform customer pain points into new opportunities to strengthen, grow in your career and enhance brand loyalty.

Who Should Attend

·         Customer service representatives

·         Customer service officers

·         Customer service executives

·         Marketers

·         Sales Representatives

·         Business development executives

·         Operations Staff

·         Call coordinators and service dispatchers

·         Anyone in contact with a customer.

Certify Your Skills.
Attendees who successfully complete the course exams will attain certification under the industry leading Service Capability & Performance (SCP) Career Certification program.

Cedars&Oaks Consults is the sole licensee of Service Strategies Corporation certifications in Nigeria.

New Class Starts: May 17, 2014.

Time: 10am prompt.

Mode of Training

·         Online training

·         Class room training (Lagos, Port Harcourt & Abuja only).

Duration: 3weeks

·         Weekends (Saturday only)

·         Weekday class (Tuesday & Thursday)

Fee:  (Contact us)
Instalment Payment allowed.
Inclusions:

·         Great fun, knowledge packed interactive class

·         One of our BEST trainers

·         Lunch and refreshments

·         Comprehensive courseware

·         Certification Certificate

Time: 10am

Enquiries: 08162314354, 08134099411.

Email: info@cedarsandoaks.com

Website: www.cedarsandoaks.com , www.servicestrategies.com