Become a Customer Service Guru in Goulburn July 20, 2008

Did you know that the Southern Highlands is ranked 168 out of 238 regions of Australia for Customer Service? Why is that? What can you do about it?

Service is like money, everyone wants it, but few people know how to get it. Most service training is a bunch of checklists which are good in theory but quickly forgotten.

Gallup research has shown that getting the 'engagement piece right can make difference of 520% to bottom line performance.

Service and Sales are about unpredictable people. Why don't my customers behave? How can a store give magnificent service one day can be awful the next? Why can a star employee be wonderful for three days of the week and be terrible the fourth?

The skills needed to be a service guru are not difficult but they require some awareness and application. The Pareto principal states that 80% of return comes from 20% of the effort. It is the same with sales and service. This seminar will give you the big ideas, the big tools and some focused techniques you can remember any time, any day. It is tailored to the fast paced short attention span world of today.

You can expect to learn:.

1. the different levels of service (beyond bad to good)
2. how to simulate service – learn from aircrash survivors
3. how to match your personality with your customer
4. how to effortlessly sell with service - serve to sell and sell to serve
5. about service and purpose - what you can learn from Google, Disney, Yahoo and Aldi.
6. the financial imact of poor staff and customer engagement

Although you can be equipped with the tools in two hours, this is not a quick fix. It requires practice and persistence, but after this seminar you will leave equipped with most of the tools you need to become a service guru.

Bonus: Understand where to get the Best Service in Australia, and understand where your suburb ranks out of over 32,000 separate service survey results.

Steven Di Pietro is the Executive Director of Service Integrity Mystery Shopping utilizing over 30,000 shoppers throughout Australia and New Zealand. The mystery shopping activity puts Steven in a unique position to understand what works, and does not work in Sales and Service. Steven knows where to find the best service in Australia and which parts of the service chain are most difficult for people to master.

"Service is my passion, it is what I am. I promise to give you the tools that matter and filter the rest. I talk to business leaders about service issues everyday. Sure everyone is different but the good news is there are patterns to the problems, and therefore patterns to the solutions" Steven Di Pietro

Investment (excluding GST)

Full 2 hour session including workbook activities

Up to 5 tickets $99.00
Groups of 5 or more $75.00 per ticket.

Who should attend:

The tools apply to front-line individuals as much as they apply to CEO's of organisations.

* front line staff,
* support staff,
* business leaders,

What some people have recently said about the seminar.

* Loved the links at the end – excellent examples; great energy – top job. Michelle Bowden
* Great at bringing in real-life experiences into his dialogue to illustrate his message. Entertaining. Provided thoughts about focusing on what you are about. Steve James
* What an understanding Steve has about service and sales – changed my attitude forever. John Hepburn
* Fabulous – makes you stop and think! - Kim Waterhouse
* Accomplished, well-paced. Good content, easy to assimilate models. Simple, effective message. Service is sales – sales is service – memorable. Jane Milton
* Steve links purpose to business in a marvelously experiential way. He is obviously passionate about his purpose and informed on his subject. Noeline Dawes

http://www.eventbrite.com/event/132918563/Chamber/94321662

Official Website: http://www.eventbrite.com/event/132918563/Chamber/94321662