build authentic relationships with Your customers
CEOs worldwide have recognised the customer experience is starting to overtake price and product as a key brand differentiator (Conference Board, 2019). The future customer will see more value in the experience of using a product or service rather than in the actual product or service itself. According to the same study, more than two-thirds of CEOs now see the need to prioritise service in order to thrive in this competitive market environment.
On top of this, 95% of global consumers say that customer service is very important or somewhat important in their choice of and loyalty to a brand (2018 Global State of Multichannel Customer Service Report).
The Essentials Of Building AUTHENTIC RELATIONSHIPS With Customers.
Real Service is designed to build authentic relationships with customers to provide them the much needed service experience beyond the product features. Building authentic relationships with customers does not happen by chance. It requires organisations and service providers to intentionally and deliberately invest effort into building, upholding and nurturing these relationships that engender delightful service experiences. It requires Real Service that manifests itself as a continuous journey throughout the buying cycle, based on a deep passion to serve customers — forming the foundation for customer loyalty.
Through building authentic relationships with customers, service excellence can be cultivated intentionally in all types of organisations. Our Real Service programmes target all levels of the organisation to embed service excellence within the organisation’s culture.
Real Service Workshop Series
A series of service excellence workshops was developed by Dr. Peter Cheng. Befitting the learning needs of service providers at different levels of their service competencies in the organisation, each of these 2-day workshops builds on the other to provide learners with the competencies that are necessary for delivering Real Service and making them the organisation’s brand ambassadors.
For time-deficient learners or organisations, each of the 4 workshops can also be stand-alone programmes. They individually offer a very important skillset that will equip the learners to make a significant difference to the lives of their customers.
The workshops are designed to incorporate a blend of learning methodologies that include varied service concept sharing, experiential activities, real business case discussions, the wisdom of crowds, and role-play to engage the learners.
The 4 workshops that PACE offers for service providers and organisations that aspire to be REAL in serving their customers are: Real Service Essentials, Real Service Engagement, Real Service Enablers, and Real Service Exuberance.
Organisations that aspire to delight and retain their customers through building authentic relationships with them.
Return on Investment
Significantly better Return on Equity and Return on Total Assets
Increase employee commitment, longevity, esprit de corps, consumer products performance, service quality image, and profitability all of which are correlated with Service Orientation