Improving Customer Satisfaction


Mitko Keramitciev, 21-24.2.2017, M6 Educational Centre

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Workshop Overview

Customer care is continuous and never ending process. The consumers buying habits changes along with the easily accessible information have faced the companies with continuous efforts not only to acquire new clients, but to retain the existing ones, to improve their satisfaction and convert them in to loyal ones.
The attendees of this workshop will actively participate in the identification of all the key factors that make the quality service one of the key sales and business tools and in that interaction will receive ongoing feedback on their knowledge, attitudes, ideas and next steps to be taken in their working practice.

Who Should Attend

· Sales staff and managers of retail stores
· Employees from B2B sector who are regularly involved in: sales, pre-sales and post-sales
· Employees in service activities
· Managers and team leaders in sales / service activities
· Employees and managers in Quality management departments

How will you benefit?

· Identification of the key factors, internal and external, that make a service extraordinary
· Identification of the benefits of outstanding service by measuring: the average customer value, the cost of acquiring new customers, churning rate and effects on business, retention rate and benefits for business
· Identification of barriers to providing outstanding service
· Identification of the key features of the current customer service practices and identifying unused potentials
· Measures and strategies for raising customer satisfaction and thus: higher rate of retained loyal customers, organic business growth, a higher profit rate

Day 1 (21.02.2017)

11:00 – 11:30 Registration

11:30 – 13:00 Module 1
· Introduction to the topic - questions and discussion on current practices of Customer Satisfaction approach. What we sell to whom we sell, how we sell
· Exercise and discussion: If you were a decision maker ...

13:00 – 13:15 Coffee Break

13:15 – 14:45 Module 2
· Definition of:
- Customer satisfaction
- Customer loyalty
- Customer retention
- Customer acquisition
· Exercise and discussion: In order a company to retain or increase the profit rate, which of the above workflows should a company focus on and why?

Day 2 (22.02.2017)

11:00 – 11:30 Registration

11:30 – 13:00 Module 1
· Customer retention. Measuring customer value and effects of raising the Customer retention rate.
· Group Exercise: Examples of measuring the average customer value and the effects of raising the Customer retention rate.

13:00 – 13:15 Coffee Break

13:15 – 14:45 Module 2
· Customer retention strategies
· Group Exercise: Developing Customer retention strategies in various industries

Day 3 (23.02.2017)

11:00 – 11:30 Registration

11:30 – 13:00 Module 1
· Reducing Customer attrition rate. Reasons for getting fired by the client
· Exercise and discussion: Where should the focus of the efforts be directed at to reduce the Customer attrition rate: external processes and or internal processes (organization, leadership, work environment ...)

13:00 – 13:15 Coffee Break

13:15 – 14:45 Module 2
· Signals of clients' dissatisfaction
· Discussion upon real cases of customers’ dissatisfaction and dilemma: cancellation or staying in relationship

Day 4 (24.02.2017)

11:00 – 11:30 Registration

11:30 – 13:00 Module 1
· Improving Customer satisfaction. Measuring Customer satisfaction
· Exercise and discussion: Current practices and feedback

13:00 – 13:15 Coffee Break

13:15 – 14:45 Module 2
· Strategies and measures for improving customer satisfaction
· Exercise and discussion: Current practices and feedback


Mitko Keramitciev
Mitko Keraramitciev is a business consultant and lecturer with extensive international experience acquired through business engagement with several giants and world market leaders in their respective industries.
Being in position to practice international know-how in sales and sales support in local business environment, Mitko successfully dealt with sensitive issues in sales organization, administration and controlling.
His current position as co-founder and Managing Director of Interconn UBS, a consulting company, provided opportunity to profile himself as one of the most experienced trainers in various of fields with extensive training portfolio, with sales management being one of the most practiced.
Mitko's training experience includes, but is not limited to a number of industries like: distribution (FMCG), insurance, banking, pharmacy, tourism, public administration, mining, telecommunication, dairy production, beer production, tobacco, energy production, IT, marketing, sport management, automotive industry, carpentry, publishing and many, many more.
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