Customer Service Management Seminar 2017

Date: October 17, 2017
Location: AIM Conference Center, Makati City, PH

Customer Service Management

Every company needs to win customers and delight them.

Since the customer is the life blood of the business, it is necessary to take care and give customers the best and satisfactory service.

Customer satisfaction begins with learning and understanding the Customer Journey.

Acquiring customer is an expensive program so we must make the best effort to retain them.

How do we keep and delight customers at all times? This is a constant challenge to every company to address and train their workforce at every level of customer engagement.

Learn the processes of customer journey through various stages towards path to purchase.

Know the strategies, approaches, tips and techniques on customer acquisition and retention. Learn how to handle customer objections and complaints.

Get insights on successful case studies that work in managing and delighting customers. Know how to motivate employees to provide excellent service to customers.

Learn how to nurture customer engagement and relationships. Whether your company is into services or manufacturing, big or small, new or existing – the learning in this seminar would be vital to remain competitive.

Learning Objectives

1. Learn and understand the customer journey process.
2. Define and understand internal and external customer.
3. Know the strategies, approaches, and techniques on customer acquisition and retention.
4. Learn to build and maintain strong long-lasting customer relationships.
5. Get insights on successful case studies that work in managing and delighting customers.
6. Know how to motivate employees to give excellent service to customers.
7. Know loyalty and rewards program that keep customer through time.
8. Learn how to handle customer objections and concerns.
9. Know how to nurture customer engagement.

Key Training Topics

1. Introduction: Customer Service Research Numbers

2. Self-Awareness and Customer Service (CS) Mindset
2.1 Benefits of CS Mindset
2.2 Positivity (Being Positive)
2.3 Motivating employees to do excellent service
2.4 Emotional Intelligence (EQ is essential in building and nurturing relationship)

3. Understanding the Customer
3.1 Internal and external customers
3.2 Customer Journey Process (Expectations, Experiences, Evaluation)

4. Strategies, Approaches, Tips and Techniques on Customer Acquisition and Retention
4.1 Communicating with the customer (visual, vocal, verbal communication)

5. Value-Added Service (How to retain, engage and delight customers)

6. Handling Customer Objections and Concerns
6.1 Process of winning customers back
6.2 How and When to empathize or apologize

7. Loyalty and Rewards Program

Who Should Attend

Sales Managers, Customer Service Representatives and Agents, Customer Care Personnel, Business Development Managers, Fund Raisers, Account Managers, Account Officers, Sales Executive, Sales Representatives, Branch Heads, Networkers, Business Owners, Key Account Managers, Group Key Account Specialists, National Key Account Managers, Retail Category Buyers, Trade Marketing Team, Merchandising and Promotions Officers, Front Liners and those who are involved in the business of selling products/services and customer relation management.

Registration Fee

PHP 6,999 plus VAT, inclusive of meals and kits for 1 day only.

Discount Scheme (Choose 1 discount scheme)

Package of 5 + 1 (send 5 delegates and get additional 1 for free)
20% Discount for Academe/Students/Government/NGOs
10% Discount for Early Bird
5% Discount to Past Delegates

Reviews – What They Say About The Program…

‘Satisfied with the things I have learned.’ – Em Donor, Xurpas, Inc.

‘Exceptional experience attending this seminar.’ – Gel Buenaventura, Xurpas, Inc.

‘It highly stressed the importance of support group in retaining the customer.’ – Gardenia Bakeries Phils, Inc.

‘Sample scenarios are accurate and applicable.’ – Roy Collado, Aprisa Business Process and Solutions, Inc.

‘I learned a lot from this seminar.’ – Sharmane Buenaventura, Convergys

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The Resource Speaker and Expert

Mondo C. Castro, MBA

John Maxwell Team Member
Certified Strengths Coach, Gallup International
Certified Emotional Intelligence Practitioner, Genos International

Mondo Castro has 20 years of experience in media, corporate management and training. He is a Speaker and member of the John Maxwell Team.

He is currently a consultant in TeleDevelopment Services, Inc., Inquirer Academy; and undergoing certification in Dale Carnegie Philippines.

He was a Business & Management Consultant for a US-based company VirtuallyinCredible, a division of Home Property Management.

Mondo was an ePLDT Ventus’ Supervisor handling seven call centers tasked to improve customer service management, outbound sales, HR hiring process, and several business projects.

He trained some country’s top companies in customer service – Meralco, St.Luke’s Medical Center, CITIBank, Intellicare, HSBC, Wyeth Nutrition Philippines, Sunlife Grepa, Accenture PH, Tupperware Brands Philippines, Department of Public Works & Highways, Unilab, Genpact, Baker & McKenzie, Nestle Philippines Inc, National Bookstore and Philippine Airlines, amongst others.

He was a former DJ for NU-107, 103.5 MAX FM, and 103.5 K-LITE, TV host for Probe Production’s Gameplan, AutoExtreme, and Channel V’s Popkorn.

Former writer in Manila Standard Today for more than 13 years under the music column ‘The Danger Room’.

He is also an Entrepreneur as he co-owns Stacy’s restaurant.

Mondo holds an MBA degree from Ateneo Graduate School of Business and the Regis University in Colorado.