Overview Retail Workshops Professional Diploma in Retail Management		HOW TO ENHANCE CUSTOMER SATISFACTION 17 March 2008 (Monday) OBJECTIVES Upon completion of the workshop, participants should be able to: 1. Grasp the concept on total customer satisfaction; 2. Analyse customers' expectations and draft strategies with an aim to satisfy customers' needs; 3. Design customer care programmes and train frontline staff to build positive customer relations; and 4. Practice effective skills in upgrading customer loyalty. WORKSHOP OUTLINE 1. Introduction of the total customer satisfaction concept (a) Customer expectations vs service provided (b) Customer care programme (c) Customer relations and loyalty 2. Service management in retail sales (a) The service triangle (b) Functional organisation structure (c) The importance of customer contacts 3. Application of effective marketing (a) Definition of retail sales marketing (b) Retail sales marketing system (c) Practical retail sales marketing activities 4. Training and developing frontline staff in service excellence 5. Practical demonstration of customer service training Date 17 March 2008 (Monday) Time 1 day (9:00 a.m. - 5:00 p.m.) Target audience Retail Shop Managers, Area Managers, Training Officers & Managers Language Cantonese Venue Rm 302, 3/F., First Commercial Building, 33-35 Leighton Road, Causeway Bay, Hong Kong Fee HKRMA Members: HK$1,350 Non-HKRMA Members: HK2,025 Enrollment For enrollment details, please download a copy of the workshop circular. For any enquiries, please contact the HKRMA at Tel: 852-2866 8311 or Fax: 852-2866 8380.