1. Pharmaceutical business skills training Anna Owako SMART business solutions

5. Pharmaceutical customer service Customer Service Overview SMART business solutions

9. The Bridge to Our Customers Customer Delight

13. WHY CUSTOMER SERVICE MATTERS? Customer is King!

16. The Service-Profit Chain Good Service – Satisfied Customers Higher Sales High Revenue/ More profits Higher Incentives/Bonus to Employees Service-oriented employees

18. Why Customers leave? Others Product Dissatisfaction Better Prices Elsewhere Poor Service

22. Repeat Business If your customer service is merely adequate, then it is probably invisible to customers. Only excellent service gets noticed! Repeat business is the life-blood of most businesses: Are your customers delighted with your service and do they want to come back to you? OR Can they be easily enticed by a competitor that makes an extra effort to satisfy them?

23. The Service-Profit Chain Good Service – Satisfied Customers Higher Sales High Revenue/ More profits Higher Incentives/Bonus to Employees Service-oriented employees

27. Using Internal Indicators Not everything customers care about can be measured directly, but sometimes you can use information you have in your business to track progress. What Customers Care About How You Might Measure IT Goods must be packaged well to avoid damage in transit Broken returns The business will get everything right first time Complaints received Effectiveness of the product or service you sell Proportion of customers that buy again from you Goods meet the customer’s expectations Number of returns under a no-quibbles money-back guarantee Your STAFF are assertive and don’t intimidate others Number of repeat business rises month-on-month and how many are positive

29. CUSTOMER EXPECTATIONS MANAGEMENT WORKSHOP

30. Exercise 1: Calculating The Life Time Value of The Customer

31. Exercise 2: Excellent and Poor Service a Personal Experience

32. MEASURING CUSTOMER SERVICES

33. Using Internal Indicators Not everything customers care about can be measured directly, but sometimes you can use information you have in your business to track progress. What Customers Care About How You Might Measure IT Goods must be packaged well to avoid damage in transit Broken returns The business will get everything right first time Complaints received Effectiveness of the product or service you sell Proportion of customers that buy again from you Goods meet the customer’s expectations Number of returns under a no-quibbles money-back guarantee Your STAFF are assertive and don’t intimidate others Number of repeat business rises month-on-month and how many are positive

34. TURNING COMPLAINTS INTO OPPORTUNITIES

35. EMPOWERING GREAT CUSTOMER SERVICE

38. The Service-Profit Chain Good Service – Satisfied Customers Higher Sales High Revenue/ More profits Higher Incentives/Bonus to Employees Service-oriented employees

40. Customer Delight If you think good customer service leads directly to customer satisfaction, think again!!! These days, it's all about "customer delight,". a "delightful" consumer experience is so personalized that an individual's preferences and needs are taken into account.” Sheri Bridges, a marketing professor at Wake Forest University

41. Customer Expectations Management AND Selling Tools and Techniques Workshop AGENDA  08:00 Assertiveness and Transforming Negative Beliefs Exercises and Feedback 09:30 10:00 10:30 COFFEE BREAK 11:00 CUSTOMERS AND THEIR VALUE Exercise 1 Calculating the lifetime value of a customer CREATING CUSTOMER DELIGHT Exercise 2 Self Assessment and Evaluation 11:30 12:00 12:30 LUNCH BREAK 13:00 13:30 Communication Styles in Customer engagements Conversion Rates in Sales Conversion Cycle in Sales CASE STUDY AND PRESENTATIONS 14:00 14:30 15:00 15:30 TEA BREAK 16:00 Handling Customer Objections Turning Complaints into Opportunities EVALUATION AND CLOSE 16:30 17:00 17:30 END OF SESSION