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WORKSHOPS
Exceptional
Service
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Customers today are making their buying decisions based more on quality
customer service than on the quality of the product. That is why it
is critical to know and understand customers and treat them with respect.
No matter what you do in your company, your job title is "Problem-Solver"
and your job function is "Customer Satisfaction." This course provides
practice for specific "how-to's" with regard to providing excellent
customer service.
Audience
Anyone who deals directly
with customers.
Highlights
- Define customer groups
- What motivates customer
behavior
- Identify characteristics
of customer service providers
- Customer expectations
- Exceptional Service
Principles
- Service Recovery Process
- Deal with customers
in different types of situations
Market
Research & Strategic Planning
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This workshop will teach you how to research and analyze markets,
competitors, environments and customers. You'll discover how to identify
and build on your company's strategic assets and take advantage of
competitive opportunities. When you complete the workshop, you'll
be equipped with the tools to expand your market leadership.
Prerequisite: Pre-course reading assignment to be delivered
one week prior to class
Audience
Sales, leasing, and
marketing professionals.
Highlights
- Four marketing functions
- Proactive and reactive
marketing
- Steps of the market
research process
- Internal and external
research methods to identify marketing problems/situations
- Writing clear objectives
to resolve the marketing problems
- Create a strategic marketing
plan
Marketing
Methods
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This workshop will show you how all the pieces fit into the marketing
puzzle. You'll learn how to pull together your product, pricing, promotion,
placement and positioning into the marketing mix. You'll also discover
the different methods of a successful marketing campaign.
Audience
Sales, leasing, and marketing
professionals.
Highlights
- The Five "P's" of Marketing
- Product and market "niche"
- Direct and indirect
marketing techniques
- Trends and cycles
- Effective marketing
communications
- Marketing methods and
strategies
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