Customer Experience Management 2012

THINKING BEYOND THE OBVIOUS

@gptrainingsa
1 – 2 March 2012

Customer Experience
Management
Workshop
• Are you looking for emerging ways to optimise and improve
your customers’ experience?
• Are you looking at developing best practice Social Media strategies
that will help turn your customers into advocates?
• Do you want practical insight into the implications of the
Consumer Protection Act for your customer services?
• Do you want insight into emerging new paradigm for developing and
maintaining a customer centric culture and brand/product loyalty?
• Are you looking at innovative ways of improving your company’s online
reputation in a fast changing competitive business environment?
If you answer YES to any of the above questions, you should attend
this Managing Customer Experience Workshop!

Global Prospectus Training Centre, Unit 5 Ferndale Mews,
15 Dover Street, Randburg , JHB
This is an intensively practical and highly interactive
two-day workshop you DON’T WANT TO MISS!

For more information, please contact Ola Odejayi
+27 72 550 0562 • ola@gptrainingsa.com • www.gptrainingsa.com

SETA Accreditation No. 2502


#WORKSHOP MOTIVATION
In today’s highly competitive business landscape, savvy business leaders are recognizing that best
way to have an excellent competitive advantage and create lasting customer loyalty is by optimizing
the entire experience for customers across all points of interaction and in all activities. All channels of
contact with customers must provide a consistent and desired experience. However, great customer
experience does not happen by accident. Managing Customer Experience for best customer satisfaction
must be consistent, intentional and valuable. Achieving the goal of excellent customer experience
and brand loyalty requires a customer service commitment that is proactive, continuously
responsive and delivers on the promise to customers.
Customer Service is more important than ever and a company’s reputation for satisfying clients has
never been so vulnerable. With a renewed focus on the consumer– the role and position of Customer
Services in business is drawing more and more attention. With the consumer being placed “legally”
at the centre of every interaction, how businesses deal with customers is becoming highly critical. In
fact, your business success seems dependent on how you engage your customers. New laws like the
Consumer Protection Act has changed the way companies and organisations engage their
customers.
The growing popularity and acceptance of social media is also giving new avenues to the customer
to voice their impression about your services. The consumer has never been more powerful and their
comments on the web have the potential to spread virally in an instant. Reacting quickly can often
quell negative comments and amplify positive ones. Customer Services today demands both effective
service and robust communication – Social Media and other online digital marketing platforms can
be used as powerful tools to better improve your customers’ experience. In essence, the new business
environment contains a number of challenges and opportunities. If you to want to better navigate
this changing customer centric landscape and successfully use social media to enable a
customer experience that exceeds the expectations of your customers, then this Managing
Customer Experience workshop is specifically designed for you!
/...

#BENEFITS
This Managing Customer Experience Workshop will provide you with:
• Practical ideas for turning your customers into advocates
• A greater awareness of the new Consumer Protection Act and its impact & implications for
Customer Service
• The opportunity to re-examine your Customer Service strategy in an increasingly
highly competitive business environment
• Emerging and innovative ways to utilise social media to build lasting customer experience
and brand loyalty
• Practical ways of developing a social media strategy for your business and brands
• A practical approach to identifying and implementing appropriate customer service
strategies into the future
• Exposure to a range of skills that will enhance a customer centric culture
• A framework for not only getting your customer services operations right (where needed),
but also keeping it right into the future
• You will also learn how to:
o Reduce stress and turnover in customer service Personnel
o Become a master in the art of listening
o Better integrate your marketing, customer service, and human resources for
optimized customer experience management
/...

GLOBAL PROSPECTUS TRAINING (PTY) LTD. Chief Executive O er - Dhevaraj Pillay
Johannesburg - Tel: +27 11 781 6222 Fax: +27 11 781 6044 Marketing - m2@globalprospectus.co.za Auditors - Russell Bedford SA (Jhb) Inc.
Pietermaritzburg - Tel: +27 33 391 4229 Fax: +27 33 391 5722 Design - www.designmaster.co.za (071 018 8355) Legal - DA Morris & Associates


#WHO SHOULD ATTEND
Customer service representatives, sales professionals, sales and customer service supervisors and
managers, marketing professionals and managers, front line workers — anyone and everyone who
deals with customers.
/...

#FACILITATORS
@Roger Hitchcock
Roger is a Specialist Advisor on Strategy, Governance and Knowledge. Roger has worked for 20 years
in both large corporate environments and small business environments. His speciality is in making
complexity understandable and facilitating robust solutions. He is passionate about assisting companies
and individuals find their clear strategic direction and purpose – and helping them to take steps in
implementing this purpose in an effective and productive way. Having worked across a range of sectors,
including Retail, Financial Services, Construction and Mining – Roger has been exposed to the critical
importance of Customer Services in the success of business in a number of contexts.

@Henrico Hanekom
Henrico is an experienced speaker on the topic of digital marketing for businesses. He is probably one
of South Africa’s most ‘street smart’ and up to date experts of Google, Ad words, website marketing,
video marketing, YouTube, e-mail marketing, digital marketing, Face- book marketing etc. Trained as
a sound recording engineer, Henrico realised early on in his career that he had to stay ahead of the
trend in order to survive and flourish in the fast changing world of technology. He therefore expanded
his business to include benefits for his clients. The company grew fast and again expanded to include
the development of marketing campaigns and the production of marketing media for radio and TV.
The final expansion of the company included the shift to online marketing in order to start servicing
international clients.
/...



#AGENDA
Day 1: Morning Session

1. Rede ning Customer Services in the
new Consumer Protection environment
• What do we really mean by customer services and what is expected
• The new Consumer Protection Paradigm
o Environmental Factors
• Some Customer Service facts
• The CPA
• Customer Service in a Connected World
• An overview of the Consumer Protection Act
o The Consumer Protection Context
o The Intention behind the CPA
o The impact and implications for customer service

2. The New Paradigm for Customer Service Excellence
• ASK
o Keys to good customer services
• Who are you customers
• Knowing what they want

• EDUCATE
o Customer Communication in Plain Language
o Elements of Educating Customers

• INFORM
o Telling your customers about your product and services

• OPTIMISE
o Customer Services Processes and Procedures
o Redesigning with the Customer at the Centre
• Communication
• Operational
• Reporting
o Looking at the links between customer service and other elements of the business
• Marketing
• Sales
• Operations

• UNDERTAKE
o Making a real commitment to customer services
o Getting organisation buy in



#AGENDA
Day 1: Afternoon Session

3. Social Media for proactive & responsive customer service
• The range of tools and avenues for COMMUNICATION has exploded – the ONLINE WORLD
provides massive opportunities along with many challenges; Customer Services today demands
both effective service and robust communication – Social Media and digital platforms can be
used as powerful tools to do both.

• Practical Workshop Session:
o A range of different Social Media & Digital marketing tools
o Assessing which of Social Media tools are APPROPRIATE for your business
o Putting together a STRATEGIC SOCIAL MEDIA Strategy for your Customer Services
o Social CRM & Customer Experience Management
o Key Implementation Steps
o Assessing the effectiveness of your Social Media Programme to
boast your company’s online reputation.
o Sample Case Studies for benchmarking.

Day 2: Morning Session

4. Managing Customer Experience
for better Customer Satisfaction
• Building and managing customer loyalty
• Creating a single view of the customer
• Managing and improving the customer experience
• Creating an unbeatable competitive advantage

5. Getting Customer Services Right (and Keeping it Right)
• Understanding the importance of a “well-governed” customer services channel
• Mapping out your customer Services
o SIPOC Map
o Interface map
o Decision Map
o Portfolio Map
• The 3-cluster test (is your customer services channel that is sustainable, responsible and effective)
• The Customer Services Maturity index (how does your customer services channel rate)
• What to do from here on (building a customer services channel that is sustainable, responsible
and effective)



#AGENDA
Day 2: Afternoon Session

6. Ensuring a Customer Centric Culture
(a range of skills to enhance Customer Centric Culture
– includes some workshop elements for practical practice)
• Communicating effectively with customers
o Using the telephone
o In writing
o Using Social media
• Effective listening
• Dealing with angry customers
• Handling complaints
• Identify ways to continuously improve customer service
• Caring for customers; empathizing and helping
• Understanding of the company systems and process
• Working with team members
• Problem solving
• Questioning techniques
• Product knowledge
• Presentation skills
• Handling stress
• Assertiveness techniques
• Self-motivation


Customer Experience
Management Workshop
ONLY
R699
1 – 2 March 2012 Per D 0
Registration Form Global Prospectus Training Centre
eleg
ex. VA ate,
T.
Unit 5 Ferndale Mews, 15 Dover Street ,
GPW Randburg , JHB

Fax Completed Registration Form To: +27 11 781 6044

Company Name:
Type of Business:

Address:
Tel: Fax: VAT Number:

Delegate 1:
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AUTHORISATION: Signatory must be authorised to sign on behalf of Company
CREDIT CARD

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DETAILS

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Signature: Date: CVC No: Expiry Date:

PAYMENT METHODS
1. Bank Transfer - Global Prospectus Training (PTY) Ltd. 2. Credit card - Please fill in your credit card details above
First National Bank: Randburg 3. Cheques - Made Payable to: Global Prospectus Training (PTY) Ltd.
Account Number: 62109 270372
Branch Code: 254005

TERMS & CONDITIONS
The following terms and conditions will apply: Substitutions
Payment is required in full 5 days from date of invoice Delegates must inform Global Prospectus Training (PTY) Ltd in writing
All payments to be made directly to Global Prospectus Training (PTY) Ltd. of any substitutions.
No seats will be reserved, unless Global Prospectus Training (PTY) Ltd. receives a signed registration form. There is no charge for substitutions.
Global Prospectus Training (PTY) Ltd. reserves the right, due to circumstances beyond our control, to change Global Prospectus Training (PTY) Ltd will not be held liable for incorrect
speakers, program content, date & venue. Delegate details on Certi s, etc. in the event of substitutions being
The signed registration form is a legally binding contract. made on the day of the conference. In the event of Global Prospectus
Training (PTY) Ltd having to cancel or postpone an event due to circum-
Cancellations stances beyond our control, delegates will be issued with a credit voucher,
All cancellations will be subject to approval by the management of Global Prospectus Training (PTY) Ltd.
- which may be used at another of our events.
All cancellations made 7 days prior to date of the above mentioned event will be subject to a 50% cancellation fee.
Cancellations made within 7 days of date of the above mentioned event, will be subject to a 100% cancellation fee.
- Global Prospectus Training (PTY) Ltd will not be held liable for travel and accommoda
-
The will be no refunds or credit vouchers. tion costs. The conference fee includes: conference material, lunches and refreshments, but
excludes travel & accommodation.


Customer Experience Management 2012

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