Beyond Customer Service (Service Quality & Excellence)

It was not that long ago that that Customer Service was just another element within the Marketing Mix. Some customers were happy, some were not and in the Grand Scheme of things, it didn’t matter too much.  Those days are gone forever.

The internet, via peer-review sites and Social Media, has raised the bar enormously. Customers now have a huge choice and are able to use tools to quickly compare one offering versus another. In short, the customer expects, no demands perfect service. The entire game has now become all about the customer experience. That is the focus of this workshop.