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BEC Business Development Manager Lara Kilborn has a background in Hospitality, Airlines, the Mortgage/Finance sector, Learning & Development. Having run her own small business she knows what it is like starting out.
Her experience in business development includes;
- Customer Service
- Needs Analysis
- Business Coaching
- Sales
- Strategic Planning
- Marketing and Communication
Extremely useful examples provided, obviously has much experience in customer service and relays her knowledge well to others. I am hoping my colleague will be able to attend the same course as it will be invaluable for him as a new person to Customer Service.
Lyndall Baum
Fineprint
Very informative and lots of “light bulb” moments. Have taken notes and when implemented hopefully will improve my customer Service
Dianne Cameron
Contours Mortdale & Illawong
I have learnt some positive approaches which I will take back to the practice & share with colleagues which will benefit all aspects of business.
Janine Payne
Take Control Active Rehab
I found the area’s most beneficial to this course were gaining knowledge on standards, setting guidelines, being positive and (learning the) difference between feature and benefit. I thought Lara was extremely helpful and always tried to be specific to everyone’s own situation.
Rhiannon Zoeller
CST Composites
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Customer Service and How it Increases Your Sales Workshop
Can you afford to offer your customers anything but the best?
Friday 26 February 9.15am – 5.00pm
Would you like to know how to better satisfy your existing customers as well as ‘wow’ your new customers with exceptional customer service?
- The average business loses 10% of its customers each year
- It costs approximately 6 times more to find a new customer than it does to satisfy and retain your current customers?
- A 2% increase in customer retention has the same effect on profits as cutting costs by 10%
- 68% of customers leave because they feel an attitude of indifference towards them as the customer by either the owner, manager or employees of a business.
Whether you deal with customers face to face or on the phone, outstanding customer service will give you a greater chance of success, and can improve your bottom line.
Based very much on the Sales Process, this workshop will cover:
- What is customer service?
- Why do we need quality standards?
- Telephone Techniques (Successful call openings and closings and everything in between).
- Listening Skills & overcoming listening barriers
- Positive vs Negative Language
- Features and benefits
- Rapport Makers and Rapport Breakers
- Open and Closed probes
- An introduction to overcoming objections
Presenter: |
Lara Kilborn, BEC |
Venue: |
Business Enterprise Centre
29-33 Waratah Street, Kirrawee |
Date: |
Friday 26 February |
Time: |
9.15am – 5.00pm |
Cost: |
$110 members/$132 non-members (Incl GST) Includes light lunch |
Payment Methods: |
Cheque to BEC, Credit Card by Phone or Direct Deposit
(Please quote payment code with all payments) |
Payment Code |
CSW02 |
Payment and Registration Options
1. Credit Card Bookings
We accept Visa or Mastercard.
Contact Roberta Andrew or Colin Waid on 9545 5900 or bookings@becsmallbiz.com.au
2. Bookings by Mail
Send Cheque made out to BEC or Credit
Card Details
Download our Registration Form for payment by credit card or cheque.
3. Online Bookings
You can pay online with a bank transfer - all details in form below.
4. Refund Policy
All refunds require a minimum of 48 hours notice PRIOR to the event. Requests must be received during normal working hours. Payment must be received before the event to confirm bookings.
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