Customer and Account Service Management Seminar 2018

Introduction

Every company needs to win customers and delight them.

Since the customer is the life blood of the business, it is necessary to take care and give customers the best and satisfactory service.

Customer satisfaction begins with learning and understanding the customer journey.

Acquiring customer is an expensive program so we must make the best effort to retain them.

How do we keep and delight customers at all times? This is a constant challenge to every company to address and train their workforce at every level of customer engagement.

Learn the processes of customer journey through various stages towards path to purchase.

Know the strategies, approaches, tips and techniques on customer acquisition and retention. Learn how to handle customer objections and complaints.

Get insights on successful case studies that work in managing and delighting customers. Know how to motivate employees to provide excellent service to customers.

Learn how to nurture customer engagement and relationships. Whether your company is into services or manufacturing, big or small, new or existing – the learning in this seminar would be vital to remain competitive.

Learning Objectives

1. Learn and understand the customer journey process.
2. Define and understand internal and external customer.
3. Know the strategies, approaches, and techniques on customer acquisition and retention.
4. Learn to build and maintain strong long-lasting customer relationships.
5. Get insights on successful case studies that work in managing and delighting customers.
6. Know how to motivate employees to give excellent service to customers.
7. Know loyalty and rewards program that keep customer through time.
8. Learn how to handle customer objections and concerns.
9. Know how to nurture customer engagement.

Key Training Topics

1.Understanding the Customer Journey Process
2. Identifying Internal and External Customers and their significance
3. Strategies, Approaches, Tips and Techniques on Customer Acquisition and Retention
4. Building and Maintaining strong long-lasting customer relationships
5. Successful Case Studies that work in managing and delighting customers
6. Motivating Employees to do Excellent Service
7. Loyalty and Rewards Program
8. Handling Customer Objections and Concerns
9. Customer Relationship Management (CRM): Nurturing Customer Engagement and Relationships

Who Should Attend

Sales Managers, Customer Service Representatives and Agents, Customer Care Personnel, Business Development Managers, Fund Raisers, Account Managers, Account Officers, Sales Executive, Sales Representatives, Branch Heads, Networkers, Business Owners, Key Account Managers, Group Key Account Specialists, National Key Account Managers, Retail Category Buyers, Trade Marketing Team, Merchandising and Promotions Officers, Front Liners and those who are involved in the business of selling products/services and customer relation management.

Discount and Payment Scheme

Registration Fee

PHP 6,999 plus VAT, inclusive of meals and kits for 1 day only.

Discount Scheme (Choose 1 discount scheme)

Package of 5 + 1 (send 5 delegates and get additional 1 for free)
20% Discount for Academe/Students/Government/NGOs
10% Discount for Early Bird (Pay on Before May 15, 2018)
5% Discount to Past Delegates

Resource Speakers and Experts

Maria Luz ‘Yayu’ Javier

Maria Luz ‘Yayu’ Javier

President and COO
Avanza, Inc.

Yayu Javier is the President and Chief Operating Officer (COO) of Avanza, Inc., formerly MotivationAsia Philippines, Inc., a leading CRM and Loyalty Marketing company in the Philippines.

She has over twenty years professional experience in CRM, loyalty marketing and performance improvement; seventeen years experience in integrated marketing communications industry covering Philippines and Brunei markets. She acquired incentive and loyalty training from Maritz, Inc., a leading loyalty and global company based in the US and was awarded Maritz President’s Honor Roll in 2008. Her professional exposure spans retail, FMCGs, banking, and telecom industries.

Her work experience covers advertising (creative design, strategic planning and execution), CRM, rewards and loyalty, data analytics, call center operations, IT design and development (mobile/web), events, research, and audit controls.

She is an established Expert in CRM and has been invited as resource speaker in the Philippine Marketing Association National Marketing Conference, Bank Marketing Association, Bank Marketing Association in the Philippines, and Philippine Franchise Association. She is a regular column writer on CRM and Customer Service for the Philippine Retailer Association magazine.

She is the current Secretary General of Marketing Institute of the Philippines; President of Philippine Marketing Association in 2014; Board of Trustees of the Bank Marketing Association of the Philippines.

She holds an MBA from Ateneo Graduate School and Bachelor’s degree in Fine Arts major in Advertising from College of Holy Spirit.

Dr. Leonardo ‘Nards’ Garcia, Jr., PhD.

Dr. Leonardo ‘Nards’ Garcia, Jr., PhD.

Chief Executive Officer
GlobERA – A Market Research and Consultancy Firm

Dr. Nards is affiliated with PMA (Philippine Marketing Association) and AME (Association of Marketing Educators) as one of Former Presidents.

As Chairman for Certified Professional Marketer (CPM), he conducts review sessions and comprehensive examinations for the professional title, CPM, conferred by the Philippine Marketing Association and endorsed by the Asian Marketing Federation, a federation of marketing associations in Asia.

He is currently a Writer for PANA’s AdEdge (Philippine Association of National Advertisers) entitled, Points of View.

He was a Board Trustee of the Marketing Institute of the Philippines (MIP), training arm of PMA, in-charge of Research and Publications; and Advisory Council of the Executive Council of Deans and Educators in Business (ECODEB).

Dr. Nards is an Awardee for International Fellow, Salzburg International Research Seminar, Austria, 2003 and 2005; AGORA Award for Outstanding Achievement in Marketing Education, conferred by the Philippine Marketing Association 1997; ‘Paper Presentor in a Series of Marketing Educators’ Association Research Conference’ in California, USA, 1997, 2001, 2004, 2006, 2012:

‘Advertising-based Curriculum for Marketing Students of DLSU’

‘Practicum for Marketing Students at DLSU-CBE’

‘Jollibee as the Taste that conquered the Nation’

‘TQM in Education at DLSU-CBE’

‘BSBA Curriculum at LPU’

Dr. Nards earned MA in Communication in Ateneo de Manila University. Diplomate in Business Education /DBE/, conferred by PCDEB, Philippine Council of Deans and Educators in Business, 2012; PhD. in Business Administration from Polytechnic University of the Philippines (PUP).

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