One of the most powerful things a small business owner can do is take time to understand the customers’ expectations. That is the first and most critical step towards achieving greater customer satisfaction.

Learn how tactics and staff training can be implemented to ensure that customer expectations will be met or exceeded. Learn about The 6 Benefits of Customer Satisfaction. Understand the importance of The Moment of Truth.

Attendees will also learn how to minimise customer dissatisfaction by implementing service recovery tactics.

LEARNING OBJECTIVES:
1. Understand customer satisfaction
2. Learn about The 6 Benefits of Customer Satisfaction
3. Identify how to apply The Customer Satisfaction Formula to your business

LEARNING OUTCOMES:
1. Increase customer loyalty and positive word of mouth promotion
2. Maximise customer satisfaction by training your team to ‘do it right the first time’
3. Minimise customer dissatisfaction by implementing service recovery tactics

About the Presenter: Kevin Bascomb
Kevin is an experienced business advisor with a demonstrated history of working in the management consulting industry since 1989.
His strengths are negotiation, business planning, customer service, sales, and strategic planning.
Kevin has worked across various government agencies and businesses, with a broad cross-section of skills to craft solutions to business challenges, from strategic to operational.
Kevin has been an owner of retail businesses and boutique management and marketing consultancy providing strategic advice on economic and tourism development in regional areas.
In addition to Kevin’s business experience, he holds a Bachelor of Economics and a Graduate Diploma in Business Administration.
Kevin is an Accredited Mental Health First Aider.

About the Host: Peita Charman
Peita is a Sales and Marketing specialist with over 25 years of experience in Australia and SE Asia.
She has assisted and motivated hundreds of small businesses and large organisations to grow, adapt and innovate in sales, communications, marketing, operational efficiency, and process improvement.
With a keen ability to deeply understand each unique business or organisation, and its’ challenges, she has provided advice and support across industries in banking and finance, retail and wholesale, government, and not-for-profit organisations.
Her background spans working for large consulting firms, global technology companies and customer relationship management providers.
She has extensive knowledge of Information Technology, Consulting, Strategy, Operations and Business Strategy.
Peita has a focus on people and building long-term relationships and is a subject matter expert who actively helps to lead, plan, conduct workshops, provide coaching and advice on specific areas of need or align different capabilities across small and large organisations.
With relevant and real-world experience, Peita is also a General Manager across multiple business functions in her own successful national business she started 15 years ago.
With a collaborative and engaging communication style, she enjoys helping people and businesses to succeed and is valued by her clients as a trusted advisor.