Workshop: If Your Customers are not Delighted, You are in the Wrong Business
Name:
Workshop: If Your Customers are not Delighted, You are in the Wrong Business
Date:
December 2, 2010
Time:
8:30 AM - 5:00 PM EST
Registration:
Register Now
Event Description:
If Your Customers are not Delighted, You are in the Wrong Business:
A One-Day, Hands-On Workshop on Building Your Most Important Assets
Zemo Trevathan and Associates, Inc., the Chapel Hill-Carrboro and the Greater Durham chambers of commerce partner to present a one-day, hands-on workshop on building customer loyalty. This workshop in creating a Delighted Customer base is structured as a working day, in which participant companies are supported in taking world-class tools and best practices and actually putting them to use.
There is pre-work to do that will help prepare participants make the most of the day, and that will guide customization of the presentation to match participant needs.
There will also be real-time assignments to complete during the workshop and as follow up. The materials presented will be a combination of processes that participants can apply and use, and interactive skills that will assist participants in engaging with customers (and everybody else, incidentally) more successfully.
Many businesses are aware of customer service research that demonstrates there are two different kinds of "satisfied customers:" the "rationally satisfied" customers, whose basic needs have been met by the product or service, and the "delighted" or "emotionally engaged" customers who feel an attachment or loyalty to the provider.
What most businesses are not aware of is that "rationally satisfied" customers behave exactly like "dissatisfied customers." This is a matter of dollars and cents: Your "rationally satisfied" customers are just as likely to use your service again (or to choose another supplier) as your "dissatisfied customers." And they are just as likely to give you meaningful feedback (meaning: not very likely).
"Delighted" customers, on the other hand, are significantly more likely to continue to use your products or services, even if there are occasional problems, and they are significantly more likely to refer others to you. If you have set the bar at "satisfying" your customers, you are missing a strategic opportunity to build one of your business's most critical assets: a customer base you can count on to keep coming back.
ABOUT THE INSTRUCTOR:
Zemo Trevathan has circled the globe inspiring, training and coaching executive teams in delighting their customers. Over his two decades of customer service, he's worked with universities, pharmaceuticals, NGOs, manufacturers, software and communications providers, and most recently, Transocean Deepsea Oil Drilling, Inc. He is a master at distilling the common elements that apply to "just about" every company, as well as supporting different companies in different industries to customize a strategy based on their own unique visions and strengths. He is also a homeschooling father right here in Orange County, and is still trying to figure out how to find some customers on Antarctica.
WORKSHOP OBJECTIVES:
Participant companies will leave the day with:
- A clear sense of what it takes to delight their customers and where that effort fits into their current company strategy
- Commitments to specific next steps in deepening their customer satisfaction performance (not just "ideas")
- Guidance on next steps in formulating or improving their Customer Service Strategy
Individual participants will leave the day with:
- Clear commitments to specific actions that will improve his/her customer service performance
- An experience of being a "delighted customer" of the workshop (or your registration fee will be returned!)
ADDITIONAL INFORMATION:
The Customer Loyalty Workshop will be held from 8:30 a.m.-5 p.m., Thursday, Dec. 2 in the Chapel Hill-Carrboro Chamber of Commerce conference room.
Please do not be late. After 8:30 a.m., doors will close until the first morning break, which will take place around 10 a.m.
Registration for Chapel Hill-Carrboro and Greater Durham chamber member businesses is $500 for a team of 2-4 participants. If you are interested in sending/participating as an individual, or sending more than 4 participants, please contact Meg Branson at (919) 357-9977 or mbranson@carolinachamber.org.
Please enter names of participants in the comments field of the online registration page.
The Chapel Hill-Carrboro Chamber office is located at 104 S. Estes Dr. in Chapel Hill. The office is the front suite of Estes Office Park, which is located near the intersection of Franklin Street and Estes Drive and between Caribou Coffee and Pizza Hut. Parking is available.
