CUSTOMERS AS PROMOTERS

Getting it right

If poor customer service was due to a lack of knowledge, then to fix it, was as simple as giving each employee a book and get them to write weekly exams until it was all crammed into their heads. When you look at it from this perspective, it looks somewhat ridiculous, yet many companies try to fix these problems by sending their people on knowledge based programmes.

The level of customer service is much more a reflection of the collective “heart” (the culture) of the organisation, than it is of the knowledge base. Thus, initiatives to improve customer service levels will only be sustainable, if those initiatives are integrated into the “cultural-DNA’ of the organisation.

Mercuri International uses a mix of various approaches to show your front line people the difference between good and bad customer service, hence, we work on their attitudes rather than their skills. Traditional teaching is kept to a minimum. Initially, Mercuri International acts as a catalyst during practical workshops where employees identify; what must change, agree how to change it, and make the change happen. This methodology is gradually imparted so that this process finally becomes the way they do things – This is truly continuous improvement. Let us help you to WOW your customers. Contact us 011 807 59 89.

Making strategies work Competence works strategies 08’s plan = ’09’s agenda? Systems make strategies work	Winning the market share war Business is war Plans that win business Executing those plans	Customers as promoters Before you start with customers Only 9’s and 10’s get you in Getting it right	Mail us: francoisb@mercuri.co.za leonc@mercuri.co.za andreg@mercuri.co.za	Come work with us: If the sky is the limit and success is top of your list? Send your C.V and be part of our team and contribute to trade and industry development.
Key accounts = 27% profit Win new business in your KA’s Customer relations that last Who owns your key accounts?	Why training alone does not work Creating new behavior-DNA The 4.2% challenge Think like an FD	Our areas of speciality Tailored programmes Learning Path SETA Accreditation	Visit us: Mercuri International SA (Pty) Ltd 9 Autumn Street Rivonia South Africa	Please contact us: Tel: 27 (0) 11 807 5989 Fax: 27 (0) 11 807 6099

International / Corporate

Europe

Middle East and Africa

Americas

Asia Pacific

Get in touch with us

Mercuri International SA (Pty) Ltd

Francois Barnard - Managing Director

CUSTOMERS AS PROMOTERS