September 24th, 2009 - RADISSON SAS HOTEL, Bucharest

SERVICE QUALITY INSTITUTE organizes the "Customer Service - Your Competitive Weapon" Seminar, the Event of the Year 2009 in the field of Customer Service.

Having as Main Speaker John Tschohl, quoted as "Customer Service Guru" by publications like USA Today, Time and Entrepreneur, and frequent guest of TV programs on channels like CNBC or PBS, the event focuses on the importance of Customer Service as a way to differentiate from competitors and as a part of the operational and development strategy of a company.

In the same time, the Romanian language edition of John Tschohl’s book "Achieving Excellence Through Customer Service" will be launched.

During the Seminar, structured as "one day - keynote presentation", John Tschohl shall reveal to the audience, in his direct and inspiring style, relevant topics for one of the few business areas that can ensure increase of market share and profitability, even in downturn times. Strategies and policies implemented by world class leaders and best practices are presented during the Seminar.

In order to have a preview of John Tschohl during his previous events, please check following link: http://www.johntschohl.com/media/tschohl_DHLdemo_2009.html.

All sessions are interactive, the audience being not only allowed, but also encouraged, to make comments and ask questions while a specific topic is presented. The dynamism and interest during the sessions is kept high by understandings and insights given to participants.

The event will bring together approx. 350 managers of companies who have made a priority to improve both the quality of their relationship with customers and the performances of their own Customer Service departments. Therefore, the "Customer Service - Your Competitive Weapon" Seminar represents an excellent networking opportunity for each participant.

A dedicated Press Conference will be organized on September 22nd, 2009, in same location.

For any additional information regarding this event, please contact us by email at nicoleta.radu@zantiexclusive.com or service@servicequality.ro, or by phone on (+40)-721634330.

"Customer Service - Your Competitive Weapon" Seminar - Outline:

• Customer Service: A Strategic Weapon
• The Leadership Challenge - How To Keep Customer Service Strategy On Track
• Advanced Techniques For Building Customer Satisfaction
• Cutting Costs
• SPEED - Do It Fast, Do It Now, Do It Right
• E-Service
• Creating A Dedicated Workforce
• Fostering An Empowered Workforce
• Designing Effective Quality Training Tools
• Service Recovery
• Customer Retention

Seminar Schedule

This event is organized by:

Media partners: