Providing customer service excellence is what will keep your customers coming back.

Training in Customer Service and Marketing

Customer service excellence will give you the competitive advantage when you need to survive in a tough and increasingly uncertain business climate. In today’s customer-oriented business environment, ‘people skills’ are critical for personal and organizational success.

How you handle your customers can directly affect your individual goals as well as your team’s and company’s performance.

This customer service training seminar gives you the skills you need to communicate professionalism, gain respect, enhance customer relationships and secure an overall competitive advantage through customer service excellence.

Who Should Attend?

• ThiscourseisdesignedforFinanceandAccountingProfessionals, Micro finance and Sacco practitioners, Customer Care Champions, and any other professional wishing to broaden their management knowledge and skills in marketing.

Content

Introduction to Marketing

• MarketingasaFunctionoftheOrganization

• WhatisMarketing/Salesandwhyitissoimportant?

• OverviewonNewConceptssuchase-marketing,Relationship Marketing

• WhatisaBrandandWhyisitsoImportant

• UnderstandingProduct/ServicePortfolios-Competitiveness

• EthicalMarketing

Understanding Your Customers

• SegmentingtheMarket

• ProfilingyourCustomers

• TargetingandPositioning

Identifying Customers’ Needs

• DevelopingCompetitorAnalysis

• UsingMarketResearchandotherTool

• Surveys,itsImportanceandBenefits

Introduction to the Marketing Mix

• UnderstandingwhatisProductanditsComponents

• UnderstandingPrice,itsimportanceanddifferentPricing Strategies

• IntroductiontothePromotionalMix;theimportanceof IMC

• OverviewofDistributionStrategiesanditsChallenges

Understand the Communication Mix

• WhyisCommunicationsoimportant?

• TheEssentialsCommunicationTools:

• PublicRelations

• Advertising

• SalesPromotion

• DirectMarketing

Fee caters for all training materials, facilitation, full board accommodation for three days, and 2nd option caters for training materials, facilitation and lunch for

equally three days. All participants are given certificates of participation.

PAYMENT DETAILS: MESPT BUSINESS SERVICES, Kenya Commercial Bank, Sarit Centre Branch, A/C No. 1129775283

VENUE: KIE NACECE Centre, along Desai Road, off Murang’a Road

For further information, contact:TRAINING & CONSULTING DepARTmeNT

Njeri m. Thiong’o: 0720 357573 martin Kagocha: 0721 325938

Email: mthiongo@mespt.org training@mespt.org pguchu@mespt.org www.mespt.org

FEE:

or

KSHS.

40,000 PER PARTICIPANT

FULL BOARD

KSHS.

20,000 FOR DAY

PARTICIPANTS

Register online on: www.mespt.org/training

How You Will Benefit

• Deliverbetter,fasterserviceandincreasecustomersatisfaction

• Learn how to gain repeat business

• Know what customers expect

• Increase your credibility with customers—and your value to your organization

• Manage stressful situations more effectively

• Recognize the signals of customer irritation—and how to respond appropriately and assist in quickly finding a workable solution to your customer’s problem

What You Will Cover

• Thebenefitsofexcellentservice

• Focusingoncustomerservicesuccess

• Howcustomerservicecreatesrevenue

• Whycustomersatisfactionisbasedonperceptions

• Focusingoncustomers’toptwoexpectationstosave time and reduce stress

• Managingcustomerexpectationsbypersonalitystyle

• Dealingwithdifficultcustomers

• Respondingeffectivelytospecificcustomerbehaviors

Who Should Attend

Customer service representatives, technical and support personnel, field service representatives, account managers, credit and billing specialists, small business owners – as well as managers who want customer service training in order to reinforce their skills and train their staff.

Marketing

The aim of marketing is to know and understand the customer so well that the product or service fits him and sells itself. ‘Marketing is getting the right product or service in the right quantity, to the right place, at the right time and making a profit in the process.’

Marketing is about identifying and understanding your customer and giving them what they want. It’s not just about advertising and promoting your business. Therefore it is essential for all business professionals, no matter what divisions or departments they are in. Marketingaffectsourdailylivesinmanyways.Weareallconsumers, and many people are part of the marketing process. In developing business skills, a key element is marketing.

Poor‘marketing’skillsaffecthowpropositions/services/products are developed. The perception of customers, staff and other stakeholders are affected by the ability to ‘promote’ the right message and image. MESPT Consulting will be conducting a 3 Day Training on Customer/Service and Marketing on 23rd – 25th June 2014 at K.I.E NACECE Centre.

In this intensive and exciting 3 day course, participants will gain understanding of how they can develop or enhance a culture within organizations, which is both marketing oriented and customer focused. They will understand and apply marketing thinking, concepts and tools to their respective functions so as to achieve success required of them and the company in a competitive marketplace. They will explores how to use Marketing to gain and sustain business advantage, for both survival and growth

Course Objectives

Bytheendofthisprogram,participantswillbeableto:

• Understandhowmarketingislinkedtoacompany’sstrategic objectives

• Developessentialmarketingskills

• Applymarketingknowledgeinrealbusinessenvironment

• Planandexecuteeffectivemarketingstrategies