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Free customer service seminar from Lorien

Following on from its customer service seminars held last October, market research and training consultancy Lorien Customer Focus (LCF) is running a further free one-day seminar at its central London offices on 24th February.

The seminar will cover 'Service with personality' and 'Brand reputation = service reputation'.

LCF's Director of Training, Catherine Walsh, explained: "Research indicates that customers attach high value to the emotional attributes of the service experience. LCF's seminar explores why this is important and examines the implications for service leaders and front-line service professionals."

"Moreover, according to Ernst & Young, up to 40 per cent of the 'average' company's market value is based on intangible assets, such as its brand reputation," she added. "This means that it is vital that your front-line service professionals understand your organisation's brand values - and exploring ways to ensure this, via the appropriate management strategy and style, forms a key part of the LCF seminar."

In Walsh's view, organisations need to relate to their front-line service professionals as 'customers' if they want to get the best out of them and, thereby, generate a good reputation among buyers. Consequently, the seminars cover the principles of effective internal communications and marketing practices in order to ensure that employees deliver 'service with personality'.

"At the seminars, LCF will be revealing the results of relevant research it has been undertaking as well as outlining its approach to teaching and developing customer service awareness - called 'Customer TouchPoints'," Walsh added.

Places on these seminars are free and can be obtained by calling Jayne Atkinson at LCF on 01753 762736.

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