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DTSTART;TZID=Australia/Sydney:20241106T130000
DTEND;TZID=Australia/Sydney:20241106T150000
DTSTAMP:20260822T185301
CREATED:20240924T061257Z
LAST-MODIFIED:20240924T061257Z
UID:82592-1730898000-1730905200@enterpriseplus.org.au
SUMMARY:How to improve customer satisfaction
DESCRIPTION: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. \nLearn 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. \nAttendees will also learn how to minimise customer dissatisfaction by implementing service recovery tactics. \nThis webinar is aimed at small businesses throughout Illawarra\, South East & Tablelands and Riverina Murray who have just started or have an established business and we have the capacity to host up to 50 people. \n  \nLEARNING OBJECTIVES: \n1. Understand customer satisfaction. \n2. Learn about “The 6 Benefits of Customer Satisfaction”. \n3. Identify how to apply “The Customer Satisfaction Formula” to your business. \n  \nLEARNING OUTCOMES: \n1. Increase customer loyalty and positive word of mouth promotion. \n2. Maximise customer satisfaction by training your team to ‘do it right the first time’. \n3. Minimise customer dissatisfaction by implementing service recovery tactics. \n  \nThis Webinar will take place on Zoom. Click BOOK EVENT to register. You will receive the Zoom link and passcode in an email once registered and a reminder text message on the day of the webinar. \nEnterprise Plus is an approved independent provider for Service NSW Business Connect. We are a not-for-profit organisation that has delivered Australian\, NSW\, and ACT Government business advisory and education programs\, workshops\, and webinars\, across regional NSW and the ACT for more than 30 years.
URL:https://enterpriseplus.org.au/events/how-to-improve-customer-satisfaction-6/
LOCATION:The Shed CUC\, Country Universities Centre Snowy Monaro\, 38 Bombala Street\, Cooma\, NSW\, 2630\, Australia
CATEGORIES:Adapt,Adopting a customer focus
ATTACH;FMTTYPE=image/png:https://enterpriseplus.org.au/wp-content/uploads/2024/09/Banner_CustSat.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Sydney:20240912T130000
DTEND;TZID=Australia/Sydney:20240912T140000
DTSTAMP:20260822T185301
CREATED:20240719T031609Z
LAST-MODIFIED:20240719T031609Z
UID:82360-1726146000-1726149600@enterpriseplus.org.au
SUMMARY:How to improve customer satisfaction
DESCRIPTION: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. \nLearn 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. \nAttendees will also learn how to minimise customer dissatisfaction by implementing service recovery tactics. \nThis webinar is aimed at small businesses throughout Illawarra\, South East & Tablelands and Riverina Murray who have just started or have an established business and we have the capacity to host up to 50 people. \n  \nLEARNING OBJECTIVES: \n1. Understand customer satisfaction. \n2. Learn about “The 6 Benefits of Customer Satisfaction”. \n3. Identify how to apply “The Customer Satisfaction Formula” to your business. \n  \nLEARNING OUTCOMES: \n1. Increase customer loyalty and positive word of mouth promotion. \n2. Maximise customer satisfaction by training your team to ‘do it right the first time’. \n3. Minimise customer dissatisfaction by implementing service recovery tactics. \n  \nThis Webinar will take place on Zoom. Click BOOK EVENT to register. You will receive the Zoom link in an email once registered and a text message containing the one-time passcode on the day of the webinar. \nEnterprise Plus is an approved independent provider for Service NSW Business Connect. We are a not-for-profit organisation that has delivered Australian\, NSW\, and ACT Government business advisory and education programs\, workshops\, and webinars\, across regional NSW and the ACT for more than 30 years.
URL:https://enterpriseplus.org.au/events/how-to-improve-customer-satisfaction-5/
LOCATION:The Shed CUC\, Country Universities Centre Snowy Monaro\, 38 Bombala Street\, Cooma\, NSW\, 2630\, Australia
CATEGORIES:Adapt,Adopting a customer focus
ATTACH;FMTTYPE=image/png:https://enterpriseplus.org.au/wp-content/uploads/2024/07/Banner_CustSat-1.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Sydney:20240828T130000
DTEND;TZID=Australia/Sydney:20240828T140000
DTSTAMP:20260822T185301
CREATED:20240705T020823Z
LAST-MODIFIED:20240705T020823Z
UID:82296-1724850000-1724853600@enterpriseplus.org.au
SUMMARY:The 7 steps of selling
DESCRIPTION:Does your business need to develop B2B relationships with potential clients so they will buy your products or services? This sales webinar outlines the fundamental principles of developing sales relationships with B2B clients. Many business owners and staff are unsure about what is a best practice sales approach. \nThis webinar is aimed at small businesses throughout Illawarra\, South East & Tablelands and Riverina Murray who have just started or have an established business and we have the capacity to host up to 50 people. \n  \nLEARNING OBJECTIVES: \n1. Understand “The 7 Steps of Selling”. \n2. Identify how your team will conduct prospecting for and qualifying of potential clients. \n3. Create a compelling sales pitch presentation. \n  \nLEARNING OUTCOMES: \n1. Increase the number of potential clients willing to meet with you. \n2. Increase the number of B2B sales leads generated. \n3. Increase sales by adopting a streamlined B2B sales process. \n  \nThis Webinar will take place on Zoom. Click BOOK EVENT to register. You will receive the Zoom link in an email once registered and a text message containing the one-time passcode on the day of the webinar. \nEnterprise Plus is an approved independent provider for Service NSW Business Connect. We are a not-for-profit organisation that has delivered Australian\, NSW\, and ACT Government business advisory and education programs\, workshops\, and webinars\, across regional NSW and the ACT for more than 30 years.
URL:https://enterpriseplus.org.au/events/the-7-steps-of-selling-10/
LOCATION:The Shed CUC\, Country Universities Centre Snowy Monaro\, 38 Bombala Street\, Cooma\, NSW\, 2630\, Australia
CATEGORIES:Adopting a customer focus,Grow
ATTACH;FMTTYPE=image/png:https://enterpriseplus.org.au/wp-content/uploads/2024/07/Banner_7stepsell.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Sydney:20240815T130000
DTEND;TZID=Australia/Sydney:20240815T140000
DTSTAMP:20260822T185301
CREATED:20240705T014254Z
LAST-MODIFIED:20240705T014254Z
UID:82281-1723726800-1723730400@enterpriseplus.org.au
SUMMARY:How to improve customer satisfaction
DESCRIPTION: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. \nLearn 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. \nAttendees will also learn how to minimise customer dissatisfaction by implementing service recovery tactics. \nThis webinar is aimed at small businesses throughout Illawarra\, South East & Tablelands and Riverina Murray who have just started or have an established business and we have the capacity to host up to 50 people. \n  \nLEARNING OBJECTIVES: \n1. Understand customer satisfaction. \n2. Learn about “The 6 Benefits of Customer Satisfaction”. \n3. Identify how to apply “The Customer Satisfaction Formula” to your business. \n  \nLEARNING OUTCOMES: \n1. Increase customer loyalty and positive word of mouth promotion. \n2. Maximise customer satisfaction by training your team to ‘do it right the first time’. \n3. Minimise customer dissatisfaction by implementing service recovery tactics. \n  \nThis Webinar will take place on Zoom. Click BOOK EVENT to register. You will receive the Zoom link in an email once registered and a text message containing the one-time passcode on the day of the webinar. \nEnterprise Plus is an approved independent provider for Service NSW Business Connect. We are a not-for-profit organisation that has delivered Australian\, NSW\, and ACT Government business advisory and education programs\, workshops\, and webinars\, across regional NSW and the ACT for more than 30 years.
URL:https://enterpriseplus.org.au/events/how-to-improve-customer-satisfaction-4/
LOCATION:The Shed CUC\, Country Universities Centre Snowy Monaro\, 38 Bombala Street\, Cooma\, NSW\, 2630\, Australia
CATEGORIES:Adapt,Adopting a customer focus
ATTACH;FMTTYPE=image/png:https://enterpriseplus.org.au/wp-content/uploads/2024/07/Banner_CustSat.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Sydney:20240731T130000
DTEND;TZID=Australia/Sydney:20240731T140000
DTSTAMP:20260822T185301
CREATED:20240621T013412Z
LAST-MODIFIED:20240621T013412Z
UID:82236-1722430800-1722434400@enterpriseplus.org.au
SUMMARY:The 7 Steps of Selling
DESCRIPTION:Does your business need to develop B2B relationships with potential clients so they will buy your products or services? This sales webinar outlines the fundamental principles of developing sales relationships with B2B clients. Many business owners and staff are unsure about what is a best practice sales approach. \nThis webinar is aimed at small businesses throughout Illawarra\, South East & Tablelands and Riverina Murray who have just started or have an established business and we have the capacity to host up to 50 people. \n  \nLEARNING OBJECTIVES: \n1. Understand “The 7 Steps of Selling”. \n2. Identify how your team will conduct prospecting for and qualifying of potential clients. \n3. Create a compelling sales pitch presentation. \n  \nLEARNING OUTCOMES: \n1. Increase the number of potential clients willing to meet with you. \n2. Increase the number of B2B sales leads generated. \n3. Increase sales by adopting a streamlined B2B sales process. \n  \nThis Webinar will take place on Zoom. Click BOOK EVENT to register. You will receive the Zoom link in an email once registered and a text message containing the one-time passcode on the day of the webinar. \nEnterprise Plus is an approved independent provider for Service NSW Business Connect until June 2025. We are a not-for-profit organisation that has delivered Australian\, NSW\, and ACT Government business advisory and education programs\, workshops\, and webinars\, across regional NSW and the ACT for more than 30 years.
URL:https://enterpriseplus.org.au/events/the-7-steps-of-selling-9/
LOCATION:The Shed CUC\, Country Universities Centre Snowy Monaro\, 38 Bombala Street\, Cooma\, NSW\, 2630\, Australia
CATEGORIES:Adopting a customer focus,Getting accounting & finance right,Grow
ATTACH;FMTTYPE=image/png:https://enterpriseplus.org.au/wp-content/uploads/2024/06/Banner_7stepsell.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Sydney:20240717T130000
DTEND;TZID=Australia/Sydney:20240717T140000
DTSTAMP:20260822T185301
CREATED:20240621T002600Z
LAST-MODIFIED:20240621T002702Z
UID:82222-1721221200-1721224800@enterpriseplus.org.au
SUMMARY:How to improve customer satisfaction
DESCRIPTION: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. \nLearn 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. \nAttendees will also learn how to minimise customer dissatisfaction by implementing service recovery tactics. \nThis webinar is aimed at small businesses throughout Illawarra\, South East & Tablelands and Riverina Murray who have just started or have an established business and we have the capacity to host up to 50 people. \n  \nLEARNING OBJECTIVES: \n1. Understand customer satisfaction. \n2. Learn about The 6 Benefits of Customer Satisfaction. \n3. Identify how to apply “The Customer Satisfaction Formula” to your business. \n  \nLEARNING OUTCOMES: \n1. Increase customer loyalty and positive word of mouth promotion. \n2. Maximise customer satisfaction by training your team to ‘do it right the first time’. \n3. Minimise customer dissatisfaction by implementing service recovery tactics. \n  \nThis Webinar will take place on Zoom. Click BOOK EVENT to register. You will receive the Zoom link in an email once registered and a text message containing the one-time passcode on the day of the webinar. \nEnterprise Plus is an approved independent provider for Service NSW Business Connect. We are a not-for-profit organisation that has delivered Australian\, NSW\, and ACT Government business advisory and education programs\, workshops\, and webinars\, across regional NSW and the ACT for more than 30 years.
URL:https://enterpriseplus.org.au/events/how-to-improve-customer-satisfaction-3/
LOCATION:The Shed CUC\, Country Universities Centre Snowy Monaro\, 38 Bombala Street\, Cooma\, NSW\, 2630\, Australia
CATEGORIES:Adapt,Adopting a customer focus
ATTACH;FMTTYPE=image/png:https://enterpriseplus.org.au/wp-content/uploads/2024/06/Banner_CustSat.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Sydney:20240530T130000
DTEND;TZID=Australia/Sydney:20240530T140000
DTSTAMP:20260822T185301
CREATED:20240418T234442Z
LAST-MODIFIED:20240418T234442Z
UID:81934-1717074000-1717077600@enterpriseplus.org.au
SUMMARY:Complaint Handling
DESCRIPTION:From time-to-time service failures occur\, it’s how your staff and business deals with customer complaints that makes all the difference. Learn how to embrace a complaint as an opportunity culture. A concept the Service Recovery Paradox identifies that if a complaint is handled well the customer can be more satisfied than if nothing had gone wrong! \nThis webinar is aimed at small businesses throughout Illawarra\, South East & Tablelands and Riverina Murray who have just started or have an established business and we have the capacity to host up to 50 people. \n  \nPRESENTER: Colin Taggart. \nMODERATOR: Darryl Tonks. \n  \nLEARNING OBJECTIVES: \n1. Understand what service recovery and the Service Recovery Paradox is. \n2. Understand the Customer Complaint Iceberg. \n3. Learn about 10 service recovery tactics. \n  \nLEARNING OUTCOMES: \n1. Develop and implement an effective service recovery process for your business. \n2. Minimise negative social media reviews from dissatisfied customers. \n3. Drive repeat business\, customer loyalty\, and positive word of mouth promotion. \n  \nThis Webinar will take place on Zoom. Click BOOK EVENT to register. You will receive the Zoom link in an email once registered and a text message containing the one-time passcode on the day of the webinar. \nEnterprise Plus is an approved independent provider for Service NSW Business Connect until June 2025. We are a not-for-profit organisation that has delivered Australian\, NSW\, and ACT Government business advisory and education programs\, workshops\, and webinars\, across regional NSW and the ACT for more than 30 years.
URL:https://enterpriseplus.org.au/events/complaint-handling-3/
LOCATION:The Shed CUC\, Country Universities Centre Snowy Monaro\, 38 Bombala Street\, Cooma\, NSW\, 2630\, Australia
CATEGORIES:Adopting a customer focus,Run
ATTACH;FMTTYPE=image/png:https://enterpriseplus.org.au/wp-content/uploads/2024/04/Banner_CompHandle.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Sydney:20240327T130000
DTEND;TZID=Australia/Sydney:20240327T140000
DTSTAMP:20260822T185301
CREATED:20240220T075504Z
LAST-MODIFIED:20240227T063543Z
UID:81658-1711544400-1711548000@enterpriseplus.org.au
SUMMARY:How to Create a Customer-Centric Culture
DESCRIPTION:Learn “The 6 Ways to Build a Customer-Centric Culture”. Understand how customers perceive service quality and how to supplement or augment your core service product to offer a point of difference. This webinar will impart how to implement customer retention strategies and how to motivate and energise staff to maintain successful customer relationships. \nThis webinar is aimed at small businesses throughout NSW who have just started or have an established business and we have the capacity to host up to 50 people. \nPRESENTER: Lisa LaMaitre. \nMODERATOR: Dales Whyte. \n\nLEARNING OBJECTIVES: \n1. Understand how customers perceive service quality. \n2. Learn “The 6 Ways to Build a Customer-Centric Culture”. \n3. Learn about customer retention strategies. \n  \nLEARNING OUTCOMES: \n1. Implement setting customer service standards to establish a competitive advantage for your business. \n2. Motivate and energise your staff to maintain successful customer relationships. \n3. Retain customers through effective service recovery. \n  \nThis Webinar will take place on Zoom. Click BOOK EVENT to register. You will receive the Zoom link in an email from Enterprise Plus prior to the Webinar.
URL:https://enterpriseplus.org.au/events/how-to-create-a-customer-centric-culture-4/
LOCATION:The Shed CUC\, Country Universities Centre Snowy Monaro\, 38 Bombala Street\, Cooma\, NSW\, 2630\, Australia
CATEGORIES:Adapt,Adopting a customer focus
ATTACH;FMTTYPE=image/png:https://enterpriseplus.org.au/wp-content/uploads/2024/02/Banner_CustCentric-1.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Sydney:20240222T130000
DTEND;TZID=Australia/Sydney:20240222T140000
DTSTAMP:20260822T185301
CREATED:20240110T053224Z
LAST-MODIFIED:20240110T053242Z
UID:81499-1708606800-1708610400@enterpriseplus.org.au
SUMMARY:How to improve customer satisfaction
DESCRIPTION:This Online webinar will share how a business should apply the Customer Satisfaction Formula to increase customer loyalty and positive word of mouth promotion. \nOne 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. \nLearn 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. \nThis webinar is aimed at small businesses throughout NSW who have just started or have an established business and we have the capacity to host up to 50 people. \nPRESENTER: Dales Whyte.\nMODERATOR: Colin Taggart. \nLEARNING OBJECTIVES: \n1. Understand customer satisfaction.\n2. Learn about the 6 Benefits of Customer Satisfaction.\n3. Identify how to apply The Customer Satisfaction Formula to your business. \n  \nLEARNING OUTCOMES: \n1. Increase customer loyalty and positive word of mouth promotion.\n2. Maximise customer satisfaction by training your team to ‘do it right the first time’.\n3. Minimise customer dissatisfaction by implementing service recovery tactics. \nThis Business Connect event is funded by the NSW Government #NSWBusinessConnect \n 
URL:https://enterpriseplus.org.au/events/how-to-improve-customer-satisfaction-2/
LOCATION:The Shed CUC\, Country Universities Centre Snowy Monaro\, 38 Bombala Street\, Cooma\, NSW\, 2630\, Australia
CATEGORIES:Adapt,Adopting a customer focus
ATTACH;FMTTYPE=image/png:https://enterpriseplus.org.au/wp-content/uploads/2024/01/Banner_custsat.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Sydney:20230912T130000
DTEND;TZID=Australia/Sydney:20230912T140000
DTSTAMP:20260822T185301
CREATED:20230811T032340Z
LAST-MODIFIED:20230811T052216Z
UID:80831-1694523600-1694527200@enterpriseplus.org.au
SUMMARY:How to achieve greater customer satisfaction
DESCRIPTION: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. \nAttendees will also learn how to minimise customer dissatisfaction by implementing service recovery tactics. \nLearning Objectives:\n1. Understand customer satisfaction.\n2. Learn about The 6 Benefits of Customer Satisfaction.\n3. Identify how to apply The Customer Satisfaction Formula to your business. \nLearning Outcome:\n1. Increase customer loyalty and positive word of mouth promotion.\n2. Maximise customer satisfaction by training your team to ‘do it right the first time’.\n3. Minimise customer dissatisfaction by implementing service recovery tactics. \nThis Business Connect event is funded by the NSW Government #NSWBusinessConnect
URL:https://enterpriseplus.org.au/events/how-to-achieve-greater-customer-satisfaction-4/
LOCATION:The Shed CUC\, Country Universities Centre Snowy Monaro\, 38 Bombala Street\, Cooma\, NSW\, 2630\, Australia
CATEGORIES:Adopting a customer focus
ATTACH;FMTTYPE=image/png:https://enterpriseplus.org.au/wp-content/uploads/2023/08/230912_06_BC_custsat_Banner.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Sydney:20230809T130000
DTEND;TZID=Australia/Sydney:20230809T140000
DTSTAMP:20260822T185301
CREATED:20230731T031937Z
LAST-MODIFIED:20230731T032027Z
UID:80581-1691586000-1691589600@enterpriseplus.org.au
SUMMARY:How to create a customer-centric culture
DESCRIPTION:One of the most cost-effective ways you can create a competitive advantage for your business\, to attract customers and increase profit\, is by fostering a culture of genuine customer service. Learn “The 6 Ways to Build a Customer-Centric Culture”. Understand how customers perceive service quality and how to supplement or augment your core service product to offer a point of difference. \nLearning Objectives:\n1. Understand how customers perceive service quality.\n2. Learn “The 6 Ways to Build a Customer-Centric Culture”.\n3. Learn about customer retention strategies. \nLearning Outcomes:\n1. Implement setting customer service standards to establish a competitive advantage for your business.\n2. Motivate and energise your staff to maintain successful customer relationships.\n3. Retain customers through effective service recovery. \nThis Business Connect event is funded by the NSW Government #NSWBusinessConnect
URL:https://enterpriseplus.org.au/events/how-to-create-a-customer-centric-culture-3/
LOCATION:The Shed CUC\, Country Universities Centre Snowy Monaro\, 38 Bombala Street\, Cooma\, NSW\, 2630\, Australia
CATEGORIES:Adopting a customer focus
ATTACH;FMTTYPE=image/png:https://enterpriseplus.org.au/wp-content/uploads/2023/07/230809_06_BC_customcentric_banner.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Sydney:20230712T130000
DTEND;TZID=Australia/Sydney:20230712T140000
DTSTAMP:20260822T185301
CREATED:20230529T043156Z
LAST-MODIFIED:20230529T043156Z
UID:4992-1689166800-1689170400@enterpriseplus.org.au
SUMMARY:Complaint handling
DESCRIPTION:From time to time service failures occur\, its how your staff and business deals with customer complaints that makes all the difference. Learn how to embrace a complaints as an opportunity culture. A concept the Service Recovery Paradox identifies that if a complaint is handled well the customer can be more satisfied than if nothing had gone wrong! \nLearning Objectives:\n1. Understand what is service recovery and the Service Recovery Paradox.\n2. Understand The Customer Complaint Iceberg.\n3. Learn about 10 service recovery tactics. \nLearning Outcomes:\n1. Develop and implement an effective service recovery process for your business.\n2. Minimise negative social media reviews from dissatisfied customers.\n3. Drive repeat business\, customer loyalty\, and positive word of mouth promotion. \nThis Business Connect event is funded by the NSW Government\n#NSWBusinessConnect
URL:https://enterpriseplus.org.au/events/complaint-handling-2/
LOCATION:NSW
CATEGORIES:Adopting a customer focus
ATTACH;FMTTYPE=:
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Sydney:20230621T130000
DTEND;TZID=Australia/Sydney:20230621T140000
DTSTAMP:20260822T185301
CREATED:20230516T031911Z
LAST-MODIFIED:20230516T031911Z
UID:4849-1687352400-1687356000@enterpriseplus.org.au
SUMMARY:Customer feedback and surveys
DESCRIPTION:When was the last time you proactively sought customer feedback or conducted a customer survey? Did you act on the feedback? Some of the best ideas about how to improve a business can come from customers and front-line staff. Gathering\, analysing\, and acting on customer feedback can create a significant sustainable competitive advantage for your business. Research shows that responding to customers’ suggestions mostly requires small changes not big or expensive changes. Learn what tools are available to facilitate customer surveys. \nLEARNING OBJECTIVES:\n1. Learn what tools are available to facilitate customer surveys\n2. Set up a process for staff to capture unprompted feedback from customers\n3. Understand how to analyse and act on customer feedback and surveys \nLEARNING OUTCOMES:\n1. Increase customer satisfaction and repeat business\n2. Attract more customers and increase revenue\n3. Increase customer average spend. \nThis Business Connect event is funded by the NSW Government\n#NSWBusinessConnect
URL:https://enterpriseplus.org.au/events/customer-feedback-and-surveys-3/
LOCATION:NSW
CATEGORIES:Adopting a customer focus
ATTACH;FMTTYPE=:
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Sydney:20230523T130000
DTEND;TZID=Australia/Sydney:20230523T140000
DTSTAMP:20260822T185301
CREATED:20230508T035309Z
LAST-MODIFIED:20230508T035309Z
UID:4797-1684846800-1684850400@enterpriseplus.org.au
SUMMARY:How to performance manage
DESCRIPTION:As a business owner employing staff you are entitled to have an expected level of productive output. When things are going well owning a business and leading your team can bring a lot of joy. \nSeeing staff members grow in their roles\, achieve goals\, and work collaboratively is rewarding and motivating. However\, from time to time\, team members might show signs of under-performance. As a business owner and manager it is important to intervene quickly to get your direct report back on track through performance management. \nThis webinar sets out the key steps for performance management\, including how to identify signs of under-performance\, how to implement a plan to improve and monitor performance within a manageable time frame\, and how to take reasonable disciplinary action should your team member fail to turn things around. \nLEARNING OBJECTIVES:\n1. Learn how to identify the signs of under-performance\n2. Understand how to implement a plan to improve performance\n3. Learn how to monitor performance and provide feedback \nLEARNING OUTCOMES:\n1. Maximise productive output by learning how to identify the signs of under-performance and take time to fully understand the issue/s before taking action\n2. Improve performance by understanding how to provide a performance management plan\, including how to provide feedback and actions needed\n3. Boost your confidence as a business owner by knowing how to initiate disciplinary actions when required \nThis Business Connect event is funded by the NSW Government\n#NSWBusinessConnect
URL:https://enterpriseplus.org.au/events/how-to-performance-manage-2/
LOCATION:NSW
CATEGORIES:Adopting a customer focus
ATTACH;FMTTYPE=:
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Sydney:20230419T130000
DTEND;TZID=Australia/Sydney:20230419T140000
DTSTAMP:20260822T185301
CREATED:20230312T052247Z
LAST-MODIFIED:20230312T052247Z
UID:4554-1681909200-1681912800@enterpriseplus.org.au
SUMMARY:How to create a customer centric culture
DESCRIPTION:One of the most cost-effective ways you can create a competitive advantage for your business\, to attract customers and increase profit\, is by fostering a culture of genuine customer service. Learn “The 6 Ways to Build a Customer-Centric Culture”. Understand how customers perceive service quality and how to supplement or augment your core service product to offer a point of difference. \nLEARNING OBJECTIVES:\n1. Understand how customers perceive service quality\n2. Learn “The 6 Ways to Build a Customer-Centric Culture”\n3. Learn about customer retention strategies \nLEARNING OUTCOMES:\n1. Implement setting customer service standards to establish a competitive advantage for your business\n2. Motivate and energise your staff to maintain successful customer relationships\n3. Retain customers through effective service recovery \nAbout the Presenter: Dales Whyte\nDales Whyte’s career and success are achieved by utilizing the many skills gained in a diversity of business ownership and management roles\, along with his successful ability to interact with people from all levels.\nDales’ ability to ask quality questions\, drill down and understand the needs of small businesses has enabled him to provide advice and assistance to hundreds of small businesses across a diversity of industries.\nHis ability to communicate with customers is beyond question\, with many years in radio\, sales and marketing\, making him a skilled and valuable advisor to regional businesses. \nAbout the Host: Greg Bowers\nGreg’s Business experience extends over 30 years across small businesses\, not-for-profit\, national and Multinational Companies.\nThis experience includes being on several boards of directors\, including NFP\, thus ensuring capability through all levels of business.\nGreg has specialized in business-to-business (B2B) supply chains\, manufacturing\, sales\, marketing\, financial management and continual improvement.\nGreg has significant experience living and working in regional Australia and understands the local business environment\, its challenges and opportunities.\nGreg has successfully worked with loss-making and turn-around businesses during the recent COVID situation.\nWithin these regional areas\, Greg has led capital-raising ventures and business acquisitions\, supporting local Councils/LGAs and Chambers of Business.\nStrategic and business planning\, and importantly ensuring implementation and outcomes from those strategies\, is a skill Greg is passionate about.\nCoaching and development for business owners and managers is a passion of Greg’s that is strongly supported by his background working with a wide range of business sectors. \nThis Business Connect event is funded by the NSW Government\n#NSWBusinessConnect
URL:https://enterpriseplus.org.au/events/how-to-create-a-customer-centric-culture-2/
LOCATION:NSW
CATEGORIES:Adopting a customer focus
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DTSTART;TZID=Australia/Sydney:20230412T130000
DTEND;TZID=Australia/Sydney:20230412T140000
DTSTAMP:20260822T185301
CREATED:20230312T050601Z
LAST-MODIFIED:20230312T050601Z
UID:4538-1681304400-1681308000@enterpriseplus.org.au
SUMMARY:How to achieve greater customer satisfaction
DESCRIPTION: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. \nLearn 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. \nAttendees will also learn how to minimise customer dissatisfaction by implementing service recovery tactics. \nLEARNING OBJECTIVES:\n1. Understand customer satisfaction\n2. Learn about The 6 Benefits of Customer Satisfaction\n3. Identify how to apply The Customer Satisfaction Formula to your business \nLEARNING OUTCOMES:\n1. Increase customer loyalty and positive word of mouth promotion\n2. Maximise customer satisfaction by training your team to ‘do it right the first time’\n3. Minimise customer dissatisfaction by implementing service recovery tactics \nAbout the Presenter: Kevin Bascomb\nKevin is an experienced business advisor with a demonstrated history of working in the management consulting industry since 1989.\nHis strengths are negotiation\, business planning\, customer service\, sales\, and strategic planning.\nKevin 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.\nKevin has been an owner of retail businesses and boutique management and marketing consultancy providing strategic advice on economic and tourism development in regional areas.\nIn addition to Kevin’s business experience\, he holds a Bachelor of Economics and a Graduate Diploma in Business Administration.\nKevin is an Accredited Mental Health First Aider. \nAbout the Host: Peita Charman\nPeita is a Sales and Marketing specialist with over 25 years of experience in Australia and SE Asia.\nShe 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.\nWith 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.\nHer background spans working for large consulting firms\, global technology companies and customer relationship management providers.\nShe has extensive knowledge of Information Technology\, Consulting\, Strategy\, Operations and Business Strategy.\nPeita 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.\nWith 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.\nWith a collaborative and engaging communication style\, she enjoys helping people and businesses to succeed and is valued by her clients as a trusted advisor. \nThis Business Connect event is funded by the NSW Government\n#NSWBusinessConnect
URL:https://enterpriseplus.org.au/events/how-to-achieve-greater-customer-satisfaction-3/
LOCATION:NSW
CATEGORIES:Adopting a customer focus
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DTSTART;TZID=Australia/Sydney:20230222T080000
DTEND;TZID=Australia/Sydney:20230222T090000
DTSTAMP:20260822T185301
CREATED:20230118T203426Z
LAST-MODIFIED:20230118T203426Z
UID:3593-1677052800-1677056400@enterpriseplus.org.au
SUMMARY:Customer feedback and surveys
DESCRIPTION:When was the last time you proactively sought customer feedback or conducted a customer survey? Did you act on the feedback? Some of the best ideas about how to improve a business can come from customers and front-line staff. Gathering\, analysing\, and acting on customer feedback can create a significant sustainable competitive advantage for your business. Research shows that responding to customers’ suggestions mostly requires small changes not big or expensive changes. Learn what tools are available to facilitate customer surveys. \nLearning Objectives\n1. Learn what tools are available to facilitate customer surveys\n2. Set up a process for staff to capture unprompted feedback from customers\n3. Understand how to analyse and act on customer feedback and surveys \nLearning Outcomes\n1. Increase customer satisfaction and repeat business\n2. Attract more customers and increase revenue\n3. Increase customer average spend \nAbout your presenter – Greg Bowers\nGreg’s business experience extends over 30 years across Small Business Enterprises\, Not for Profit\, National and Multinational Companies. This experience includes being on several Board of Directors\, including Not for Profit thus ensuring capability through all levels of Business. Greg has specialised in Business-to-Business Supply Chains\, Manufacturing\, Sales and Marketing\, Financial Management and Continual Improvement. \nThis Business Connect event is funded by the NSW Government.
URL:https://enterpriseplus.org.au/events/customer-feedback-and-surveys/
LOCATION:NSW
CATEGORIES:Adopting a customer focus
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DTSTART;TZID=Australia/Sydney:20230117T080000
DTEND;TZID=Australia/Sydney:20230117T090000
DTSTAMP:20260822T185301
CREATED:20221212T055519Z
LAST-MODIFIED:20221212T055519Z
UID:3182-1673942400-1673946000@enterpriseplus.org.au
SUMMARY:How to achieve greater customer satisfaction
DESCRIPTION: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. \nWhat you will learn\nLearn 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. \nAttendees will also learn how to minimise customer dissatisfaction by implementing service recovery tactics. \nLearning Objectives\n\nUnderstand customer satisfaction\nLearn about The 6 Benefits of Customer Satisfaction\nIdentify how to apply The Customer Satisfaction Formula to your business\n\nLearning Outcomes\n\nIncrease customer loyalty and positive word-of-mouth promotion\nMaximise customer satisfaction by training your team to do it right the first time\nMinimise customer dissatisfaction by implementing service recovery tactics\n\nRegister for the webinar\nBook here \nAbout your Presenter: Darryl Tonks\nDarryl is a small business owner and certified results coach with a proven ability to lead business transformations that increase profitability\, streamline operations and create sustainable structures that free business owners up to focus on the aspects of the business they love and time with their family. \nHe has extensive experience in service-based business operations and commercial aviation. \nDarryl can work with people to understand their business and personal goals and to develop sustainable business structures to provide the financial and lifestyle rewards they are looking for. \nWith excellent communication and relationship-building skills\, Darryl is approachable\, diplomatic and humble in his approach to serving others to gain clarity of their business vision and set and achieve their goals. \nDarryl has proven successful in managing individuals and teams to deliver outstanding results. \nThis is a Business Connect event funded by the NSW Government.
URL:https://enterpriseplus.org.au/events/how-to-achieve-greater-customer-satisfaction/
LOCATION:NSW
CATEGORIES:Adopting a customer focus
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