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<td style="padding: 0; margin: 0; border: 0; color: #1e3a85; font-size:
18px; font-weight: bold; font-family: Arial, Helvetica, sans-serif;">Course
Information</td>
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<td style="padding: 0; margin: 0; ; color: #6b6b6b; font-size: 13px;
line-height: 20px; font-weight: normal; font-family: Arial, Helvetica,
sans-serif;"><strong style="color: #1e3a85;">Date:</strong> 19 Sep 2013
(Thur)</td>
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#6b6b6b; font-size: 13px; font-family: Arial, Helvetica, sans-serif;"><img
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alt=""
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<td style="padding: 0; margin: 0; ; color: #6b6b6b; font-size: 13px;
line-height: 20px; font-weight: normal; font-family: Arial, Helvetica,
sans-serif;"><strong style="color: #1e3a85;">Time:</strong> 9.00am to
5.00pm</td>
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<td style="padding: 0; margin: 0; border-bottom: 1px dotted #c6daeb; color:
#6b6b6b; font-size: 13px; font-family: Arial, Helvetica, sans-serif;"><img
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<td style="padding: 0; margin: 0; ; color: #6b6b6b; font-size: 13px;
line-height: 20px; font-weight: normal; font-family: Arial, Helvetica,
sans-serif;"><strong style="color: #1e3a85;">Venue:</strong> Concorde Hotel
Function Room (f.k.a Le Meridien Hotel)</td>
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<td style="padding: 0; margin: 0; border-bottom: 1px dotted #c6daeb; color:
#6b6b6b; font-size: 13px; font-family: Arial, Helvetica, sans-serif;"><img
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line-height: 20px; font-weight: normal; font-family: Arial, Helvetica,
sans-serif;"><strong style="color: #1e3a85;">Fees:</strong> S$400 (NETT)<br
/> (S$200 after PIC
Grant)</td>
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<td style="padding: 0; margin: 0; border: 0; color: #000; font-size: 12px;
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italic;">Inclusive of teabreaks and lunch</td>
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<td style="padding: 10px 0 0 0; margin: 0; color: #ff0000;">To register,
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<h2 style="font-size: 23px; padding-bottom: 0; margin-bottom: 0;"><span
style="color: #000080;"><strong>1 Day Workshop on Customer Care &
Loyalty</strong></span></h2>
<p style="padding: 0; margin: 0;"><img width="426" height="5"
style="border-bottom: 5px solid #eaeaea; padding: 0; margin: 0;" alt=""
src="http://360degrees.com.sg/wp-content/themes/360/images-et/blank.gif"
/></p>
<p>The customer is “always right”, or so the saying goes. But
how loyal are they, to you and your company? In a rapid changing &
extremely competitive marketplace, people now have a wider choice & say
as to who they want to give their business to. Do you care for your
customers enough to make them want to remain loyal to you?</p>
<p>This workshop is designed to enlighten those who are involved in
customer service and care of their businesses.</p>
<h2 style="font-size: 23px; padding-bottom: 0; margin-bottom: 0;"><span
style="color: #000080;"><strong>Session outline</strong></span></h2>
<p style="padding: 0; margin: 0;"><img width="426" height="5"
style="border-bottom: 5px solid #eaeaea; padding: 0; margin: 0;" alt=""
src="http://360degrees.com.sg/wp-content/themes/360/images-et/blank.gif"
/></p>
<ol><ol>
<li>The rewards of C.A.R.E.<br /> What the rewards of C.A.R.E. are, for
your customers as well as for the company.</li>
</ol></ol>
<p></p>
<ol><ol>
<li>What do customers want?<br /> What is it that customers really
want…..</li>
</ol></ol>
<p></p>
<ol><ol>
<li>What is customer care?<br /> We’ll take a look at the tangible
& intangible elements of customer care.</li>
</ol></ol>
<p></p>
<ol><ol>
<li>Why customers care?<br /> Reasons on why the need for customer care
will be explored.</li>
</ol></ol>
<p></p>
<ol><ol>
<li>Elements that influence customer care<br /> Elements that can influence
customer care – from initial contact to after-sales follow-up.</li>
</ol></ol>
<p></p>
<ol><ol>
<li>Implementing a customer care strategy<br /> Participants will be guided
on how to implement a customer care strategy.</li>
</ol></ol>
<p></p>
<ol><ol>
<li>Setting the standards<br /> Examples of setting standards in customer
care will be highlighted as well as the measurement of the results.</li>
</ol></ol>
<p></p>
<ol><ol>
<li>The customer care program<br /> How to develop a 13-step customer care
program.</li>
</ol></ol>
<p></p>
<ol><ol>
<li>Why does the customer “fire” you?<br /> 15 reasons why
customers can “fire” you.</li>
</ol></ol>
<p></p>
<ol><ol>
<li>What may be wrong with your customer service?<br /> We’ll examine
the potential gaps that may exist in your customer service. Principle vs.
Policy.</li>
</ol></ol>
<p></p>
<ol><ol>
<li>The advantages of great customer service<br /> Learn the various
advantages of great customer service; and secrets to keep your customer
happy.</li>
</ol></ol>
<p></p>
<ol><ol>
<li>When something goes wrong…<br /> What do you do when something
goes wrong?</li>
</ol></ol>
<p></p>
<ol><ol>
<li>How do you handle an “angry” customer?<br /> Tips on how to
handle an angry customer.</li>
</ol></ol>
<p></p>
<ol><ol>
<li>Changes<br /> This section deals with changes – from
product/service changes, policy/price changes, market condition/competition
changes, customer/company changes & the ways to adapt to them.</li>
</ol></ol>
<p></p>
<ol>
<li>Elements the breed Loyalty<br /> Understand the elements that can breed
loyalty from your customers.</li>
</ol>
<h2 style="font-size: 23px; padding-bottom: 0; margin-bottom: 0;"><span
style="color: #000080;"><strong>Who will benefit from this
session?</strong></span></h2>
<p style="padding: 0; margin: 0;"><img width="426" height="5"
style="border-bottom: 5px solid #eaeaea; padding: 0; margin: 0;" alt=""
src="http://360degrees.com.sg/wp-content/themes/360/images-et/blank.gif"
/></p>
<p>Customer service, Sales, Receptionists, Service Support, Operations,
Call Centre or Admin staffs. Basically, anyone & everyone who has to
deal with customers in their daily work routine.</p>
<h2 style="font-size: 23px; padding-bottom: 0; margin-bottom: 0;"><span
style="color: #000080;"><strong>360 Degrees Trainer</strong></span></h2>
<p style="padding: 0; margin: 0;"><img width="426" height="5"
style="border-bottom: 5px solid #eaeaea; padding: 0; margin: 0;" alt=""
src="http://360degrees.com.sg/wp-content/themes/360/images-et/blank.gif"
/></p>
<p><img width="100" height="125" title="Gregory" style="float: left;
margin: 0 12px 12px 0;" alt=""
src="http://360degrees.com.sg/wp-content/uploads/2013/05/pic_gregory.jpg"
/></p>
<p>Gregory is a very dynamic and entertaining trainer/speaker. With more
than 20 years in direct sales, he brings with him a wealth of experience in
the field of personal selling – from telephone prospecting techniques
to face-to-face selling skills that garner results.</p>
<p>Gaining his experience from marketing office security and medical
equipment, Gregory spent 13 years in a local leading business and credit
information service provider.</p>
<p>As a Senior Account Manager, he was tasked with marketing the
group’s services ranging from business/credit information to debt
recovery and account receivables management. Besides holding the highest
sales record in the company & being responsible for growing the
customer portfolio, he also provided regular training sessions to the sales
team on the professional & finer art of selling as well as debt
recovery techniques to collection officers in the group of companies.</p>
<p>Apart from being the official in-house trainer, Gregory has also
conducted many external seminars and workshops to participants from the
Government ministries and statutory boards, Multi-National Corporations as
well as Small & Medium-sized Enterprises. Some of these include Ernst
& Young, BP Singapore, ExxonMobil Asia Pacific, NTUC Income, Hong Leong
Asia, Hong Leong Finance, Singapura Finance, Epson Singapore, Chubb
Singapore, Tuas Power, Societe Generale, Gleneagles Hospital, National
Cancer Centre, National Heart Centre, National University Hospital, J.V.
Fitness (California Fitness Centre), Starhub Ltd, Pacific Internet, Tenet
Insurance, QBE Insurance (Intl), Maybank, OCBC Bank, HSBC, RHB Bank, ECICS
Ltd, Cycle & Carriage Industries & many others.</p>
<p>Gregory was also a trainer for the Singapore Association of Credit
Management (SACM) on the certification program “Collections Best
Practice.”</p>
<p>Gregory believes in the principle of giving only the best of oneself
& never shortchanging the company & customers. His motto:
“Where knowledge is…..your greatest asset”</p>
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<td style="padding: 0; margin: 0; text-align: center; color:
#fff;">©2013 360 Degrees Training, All Rights Reserved.<br /> We
sincerely apologize if you find this email an intrusion of your privacy or
a source of inconvenience to you.</td>
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