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Cementing Customer Relationships: Developing an Excellent Customer Service Strategy

Customer service is a critical area in so many enterprises as it can easily make or break day to day business transactions. Most businesses today strive to deliver “good customer service”. In today’s highly competitive marketplace, where everyone is concerned about “Customer Lifetime Value”, developing effective Customer Service strategies is essential!

Date: October 22, 2014
Time: 9:00 am - 5:00 pm
Location: 688 Sherbrooke Street West
Fee: $545 CAD plus applicable taxes

Date: April 21, 2015
Time: 9:00 am - 5:00 pm
Location: 688 Sherbrooke Street West
Fee: $545 CAD plus applicable taxes


Description

This workshop is rooted in a firmly held belief that a company’s success in the market place will be directly, strongly, undeniably, positively, and perfectly linked to the way they treat their customers. This workshop is designed to provide participants with the proper tools, attitudes, and motivations to become future ambassadors and hopefully the next kings of Customer Service!


Who Should Attend

Professionals who interact directly with customers in any phase of the business process, as well as those who oversee the customer service function in their organization and wish to improve their ability to offer exceptional customer service.


Objective

 At the end of this workshop the participants will be able to:

  • Understand the importance of Relationship Marketing in today’s business world;
  • Appreciate how important Customer Lifetime Value is and the role of loyalty;
  • Recognize and provide not just good but exceptional customer service;
  • Evaluate their own organization’s customer service strategy

Topics Covered

  • Importance of customer retention;
  • What customer service is and is not;
  • The challenges of customer service;
  • The management of a customer service encounter;
  • How to develop and promote a customer service culture;
  • How to deal with challenging customers;
  • Evaluating the effectiveness of the customer service program

Facilitator

David Moscovitz, MBA is a successful business consultant, distinguished lecturer and seminar leader, and advisor to several Montreal-based business organizations. He is a faculty member of the Desautels Faculty of Management and of the School of Continuing Studies of McGill University. As an active lecturer at the School of Continuing Education, David has been recognized for his outstanding teaching excellence.

His research and consulting interests focus on  marketing strategy, sales, product and marketing management, advertising, and consumer behaviour.
A graduate of Concordia's MBA program, David Moscovitz has been an active lecturer and competitions coach at JMSB and has led Concordia's marketing teams to silver and gold medals in the 2005, 2006 and 2007 Commerce Games. He also won the prestigious Concordia University Faculty of Commerce and Administration's Distinguished Teaching Award for 2005-2006.
Some of the reputable companies that David Moscovitz has worked with include Molson and Air Transat.


Contact Information

Telephone: 514-398-5454
E-mail: pd [dot] conted [at] mcgill [dot] ca


Cancellation Policy

All cancellation & substitution requests must be made in writing.
Up to 14 days prior to the start date: Full refund
Up to 7 days prior to the start date: Refund minus CAD $100 cancellation fee.
Within 7 days of the start date: No Refund, however suitable participation substitution will be permitted.

If no notice is given prior to the start of the event(s) and you fail to attend, you will be liable for the full course fee.

McGill School of Continuing Studies reserves the right to cancel an event up to 7 days prior to its start.