Master Class «Service is the key to success. World practices and tools»

November 10, 2018. Start at 11.00 a.m.

Location: KROK Business School. Master Class Oksana Vereskun.

The 21st century is the time when a client will tell thousands of people about you and your services through social networks. And he will do it instantly if he likes it or shares his negative impression. Gartner's research showed that 68% of customers leave the company due to poor Service, and more than 40% of respondents expect a response from your company in social networks to their problem within 60 minutes.

Customer service is more than a "seller's smile". Want to earn more - a simple recipe, improve service !

During the master class, using examples of Ukrainian and foreign companies, we will try to understand how and thanks to which tools companies can provide high-quality service, set standards of service and thereby improve their financial situation.

We learn from the best: we all know the Amazon company, which occupies the 2nd place in terms of its value - 155 bln. $ (2018) and her legendary Jeff Bezos, the richest man in the world. Do you know why this happened? Bezos chose the service as the key to the success of his company.

So, we will talk about the following:

• What does the lack of service cost us, how to calculate the outflow of customers?
• What is a loyal customer and NPS index?
• Who is our customer and how to understand it? Definition of the target audience.
• What is Customer Journey Mapping? Why do we need to understand him?
• Standards of service, how to form them?
• Work with feedback, new trends in response time and processes.
• Professional team: creating a client oriented team.

Meet Oksana Vereskun, an author of master class. BSK Business Coach, Founder and President of OKSVER Trainings, Certified Practicing Coach, author and host of Trainings on Customer Service and Customer Experience.

to register