Excellent Customer Service is critical to business success. Research conducted by Bain & Company over the past decade has found that a passionate commitment to building and sustaining customer advocacy is vital for any company that aims to achieve lasting revenue growth and profitability. And in these turbulent economic times, organizations are coming to the realization that Customer Service is a strategic weapon that they may use to differentiate themselves and retain their customers for long term profit and growth.
So what is Customer Service about? Many organizations think Customer Service is about smiling at customers – a role for the frontline staff. Customer Service is however, much more than that. It is about creating great customer experiences which lead to higher customer retention, lower costs and increased profits. Research by Bain & Company has shown that a 5% increase in customer retention can boost bottom line profits anywhere from 25% to 125%!
This Customer Service Programme will introduce the concept of Customer Service, its strategic importance to the organization and the elements that must be in place in order to achieve service excellence within the organization. The programme will be participatory and will not only draw from participants’ experiences at their work places but also from their own experiences as customers. It will provide participants with knowledge and tools that they can use - both at departmental and corporate level - to enhance their customers’ experiences and therefore achieve service excellence.
"SAM provides the crucial knowledge, information and skills that have the potential to improve human livelihood globally."Gabriel Kamuge