Highly Interactive Workshop "Writing Back"
To Build The
Skills You Need To
Effectively Increase Customer
Loyalty When You Respond In Writing, In Person
and Over The Phone.
Discover
Proven Strategies to Respond
to Customer Complaints When Things
Go Wrong and Increasing
Customer Loyalty for Achieving Customer
Recovery-
Always
Increase Customer
Loyalty with Effective Written Response
From : Doris Chua - Synergy
Entire
Kuala Lumpur, Malaysia
Dear Customer Service Enthusiast,
Competition is a healthy
thing. It's what drives companies to improve
services, improve quality,
create faster deliveries and to ultimately
have more satisfied customers.
Delivering good
customer service just like every other
company will not set your company apart,
ahead or above the other millions of
companies who are trying to get your
customer's dollar.
What
Sets Your Company Apart When
Customers Do Complain?
Customer do
complain and those customers who take
the time to write are often badly treated.
They are considered irritants to the system,
aberrations, "pain-in-the-neck" to be
quickly
handled...and just as quickly forgotten!
Responding to to complaining customers is
often delegated to ill equipped
administrative staff,
or taken on by senior managers who spend
inordinate amounts of time writing labored
letters
of apology and explanation.
Both groups lack proper training. Writing
back to upset customer is a golden
opportunity to
succeed with service recovery and build
even higher levels of staff and customer
loyalty.
Customers
Compliment, too!
While letters of
compliment are certainly more comforting
to receive, they are rarely answered
in a manner that boosts customer loyalty or
increases the likelihood of even more
“positive word
of mouth”. In some organizations, letters of
compliment are not answered at all!
Once again, lack of proper training
lies at the root of this missed marketing
and public relations
opportunity.
Customer loyalty and
“positive word of mouth” are essential keys
to building your brand, and
maintaining a winning edge.
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Key Learning Objectives :
"Writing Back!" is a
highly interactive workshop.
Participants work in pairs, and in small
groups to
craft written replies to a variety of
complaint and compliment letters.
Master the style and skillful use of Ron
Kaufman's '10-point outline' for
replying to customer
complaints and compliments.
The workshop is not a
grammar class, not a course in fundamentals
of sentence construction.
This is an effective course on what to say,
what not to say, plus why and how to say it!
"Writing Back" includes two pages of reading
. This homework is reviewed and discussed on
the
morning of the second day
"Writing Back!" Course Outline
Introduction:
Review
of your
experiences
in
Writing
Back!
Who
actually invests the time to write? A
realistic review of customer profiles.
- What are they like as customers? What do
they really want?
- Complaints, Compliments, Suggestions &
Recommendations
What
are these customers worth to an
organization?
- What value can they contribute to help you
improve?
- Understanding positive word of mouth.
- Calculate the lifetime value of a loyal
customer.
Identifying Key Values in each customer's
Complaints or Compliments.
- How to identify the Value Dimension of
greatest importance to your customer.
How and
why to cite improvements your organization
is making to improve
in your customer's preferred Key Value.
Everyone Loves a Compliment!
- Working with the Letter Response Outline
for compliments.
How
to Love Complainers, too.
- Working with the Letter Response Outline
for complaints.
The
Jamaica Rule
- How to avoid legal liability and
unnecessary difficulties in your written
reply.
Building a Culture for Consistently Bouncing
Back
How -
and Why - to Follow-Through to ensure
customer satisfaction.
This Workshop Is Claimable
Under HRDF-SBL Scheme
Key Learning Benefits
-
Reply effectively to
angry and upset customers
-
Restore customer's trust
and good-will
-
Gain additional loyalty
and "positive word of mouth"
-
Avoid legal liability in
you letters
-
Use complaints as tools
for improvement
-
Leverage compliments to
boost staff morale
-
Apply what you learn in
writing, in person and over the phone
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Here are what our clients have to say...
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"No one ever won an argument
with a customer, This class showed me how to avoid arguments from the
beginning, and how to make my company and my customer into real
winners!"
Cycle & Carriage
"I came to this seminar with
skepticism. I leave a convert. You made me realize how my pen, paper and
some consideration can go a long way towards profitable service recovery
Prada
"This training has made me
realised how important to retain existing customer and how powerful is
word of mouth as and advertisments"
Maybank
|
New ideas
and actions you can implement immediately to improve
your organization
and deliver superior service.
 |
Meet Ron Kaufman
Ron Kaufman is an internationally acclaimed
educator and motivator for service culture
and quality customer service. He is author
of the best-selling series
‘UP Your Service!’ and founder of UP Your
Service! College.
Millions have been motivated by Ron’s
high-energy speeches and interactive
workshops. His repeat clients Millions have
been educated and motivated by
Ron’s high energy speeches and interactive
workshops.
Ron’s many repeat clients include government
agencies, multi-national corporations,
industry associations in financial,
professional and medical services, high
technology, manufacturing,
retailing, hospitality, tourism and
transportation. and numerous
companies in the Fortune 500.
Learn more now! Visit
www.RonKaufman.com
and
www.UpYourService.com |
More of what our clients have to say...
|
"The seminar did not drum into
me the importance of crafting effective letters. It convinced me"
Hewlett-Packard
"One of my staff
attended the seminar on Writing Back! I must thank you for your fine
guidance.
She has improved tremendously"
Giordano
|
Here’s How You Can Get Started
This intensive TWO-day workshop is designed and
conducted by Ron Kaufman. The course is
guaranteed to improve your reputation and increase
customer delight.
An interactive
discussion amongst
the participants to be facilitated by Ron Kaufman.
>> This
workhop is expertly tailored by Ron Kaufman for organizations in the
Asian context.
<<
|
Early Registration One Time Offer
|
Writing Back! 2008
Date :
30 & 31 October 2008 (Thursday & Friday)
Venue : Mandarin Oriental Hotel, Kuala Lumpur
Time : 9:00am - 5:30pm
For
Synergy Entire Clients Only
1 participants - RM
3480 per person
2 or more participants - RM
2980 per person
(Normal Price
RM3980/RM3480)
SAVE RM400 - RM500 per registration
This Workshop Is Claimable
Under HRDF-SBL Scheme
To view program details, please download
the pdf Brochure at the link below
== >
http://www.ronkaufmanmalaysia.com/WritingBackBrochure.pdf
To REGISTER for this program,
please download the pdf Registration form at
the link below
== >
http://www.ronkaufmanmalaysia.com/WritingBackRegistration.pdf
YES
Ron, I Want To Secure a
Place For Your Writing Back! 2008
workshop
and Take Advantage of this Early
Registration
One Time Offer Rates.
Here is THREE easy ways to register
for this program
1. Call us at :
03 78803046
2.
Email to us at :
adc@synergyentire.com
(with complete contact details)
3. Fax to us at :
03 78803706
(along with completed registration
form and follow with payment)
To REGISTER for this program,
please download the pdf Registration form at
the link below
== >
http://www.ronkaufmanmalaysia.com/WritingBackRegistration.pdf
|
|
Look who is learning with Ron!
3M,
Accenture, Agilent, American
Express, Asia Pacific Breweries,
AXA, Canon, Cap Gemini, Cathay
Pacific, Cisco, Citibank,
Changi Airport, Dell, DHL, Dubai
Internet and Media Cities, Emirates
Airline, Federal Express, Giordano,
many Government Agencies, Hertz,
Hewlett-Packard, Hilton, Hyatt,
IBM, Johnson & Johnson,
Jollibee, Li & Fung, Lucent,
Maersk, Malaysian Airlines,
Manulife, Mastercard, Merck,
Merrill Lynch, MDRT, Metro, Mobil
Oil, Monsanto, Motorola,
Nokia, Panasonic, Pepsico,
Prudential, Raffles Hotel,
Reuters, Seagate, Seagrams,
Shell, Sheraton, Siemens,
Singapore Airlines, Singapore
Tourism Board, SONY, Standard
Chartered Bank, Texas Instruments,
TNT Express, United Parcel
Service, VISA, YPO, Zuellig
Pharma ... and many more. |
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Why You Should Attend
Thousands of
participants in government agencies,
banks, airlines, insurance companies,
hotels, retail outlets, manufacturers,
hospitals, and other industries have
benefited from this dynamic course
This multi-level
approach enables easy rapport and
understanding to grow between the letter
“writers” and the final letter
“signers”. The
result is both parties will work more
effectively
together back at the office.
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Who should attend
Marketing, sales, public relations and customer service
managers and executives are appropriate participants for
this course. Secretaries and administrative staff may
also attend if they are given the responsibility to
compose letters of reply to customer complaints and
compliments.
Since this workshop is highly interactive, it is a good
opportunity to send participants from “mixed levels” in
the company: managers and their secretaries may attend
together, executives and administrative support staff
can attend and benefit together.
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_____________________________________________________________________________________________
Your Success Is Completely Backed By Our 100% Guarantee.
Now, in case you have any lingering doubt whatsoever, we want it foolproof
for you. You see, we completely guarantee your success.
Here’s our 100% take it to the bank guarantee :
|
We guarantee
if you make diligent effort to use just a few of the strategies and
proven techniques in this program in the next 12 months. If you don’t
see results, we will refund your entire investment of the program to you.
If you know
for sure you have not benefited from the end of the day, we will
also
refund the entire investment of the program to you.
The truth is, you’ll never have to worry about the
refund. Because once you
use these powerful and ingenious techniques and see the huge jump in
your business profits. |
To your success and look forward
to see you and your team at the program.
Doris Chua
Event Director
www.synergyentire.com
P.S. Frankly, I know
nothing that could truly make a significant
difference in your business than the
infusion of fresh
Proven Approaches and Techniques that will
help to
increase customer
loyalty
with effective written response
which is essential
keys to build your brand, and maintaining
a winning edge
P.P.S. Remember...you
have my 100%
Risk Free Unconditional Investment-Back Guarantee
if after 12 months of using
just a few
of the strategies and proven techniques in this
program and you're not
satisfied - we will refund your entire
investment...no questions asked.
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