1. IAEE’s Annual Meeting Take-A-Way
Topic: Beyond the Barriers of ‘Good’ Customer Service - Unleashing an Untapped Resource
Date: December 6th, 2012
Time: 11 am
Presenter(s) Information: Nick Samain, Group Show Manager, SME Canada
• Identify all value add engagement programs that support your event throughout the cycle –
communicate!
• Old is new? Use the telephone!
• Direct mail opportunities – make it personal and use this opportunity to make them feel special
• Balanced messaging and avoiding direct sales
• Make every message an opportunity for further engagement by your customer – on their time
• Eliminate any ‘one-way’ conversations and add engagement opportunity to every type of
communication. Make the most of any communication deliberately!
• Create the ‘myth’ and remove fear: your customer service can do anything (and will) to win
absolute satisfaction of your clients. (Ferrari)
• Ever increasing expectations – recognize this now and turn it into a competitive edge
• Focus on the ‘how’ of customer service is crucial to achieving client satisfaction – however
don’t ignore the ‘where’ and to ‘who’ it is being applied
• Consider ‘offence’ vs. ‘defense’ when it comes in inbound and outbound touches with your
clients. What is a healthy mix for your org?
• You have great value-add programs already, use your customer service to help these reach
new clients and drive business
For more information,
Contact: Nick Samain
Visit: www.smecanada.ca
Email: nsamain@sme.org
Follow
Me: @SMECANADA
Phone: 647-968-1681