The Anguilla Chamber of Commerce and Industry (ACOCI) offered the Customer Satisfaction Management seminar in partnership with Ms. Melinda K. M. Goddard, MBA, principal of ClienTell® Consulting, LLC, on July 21st at the ACOCI Communications Center in the Valley.

Customer Satisfaction Management seminar participants returning from their lunch break on the steps of The Old House Restaurant.

Being offered for the third time the seminar of 10 included representatives of ANGLEC, Cable & Wireless, Changes Inc./Dream Anguilla, Irie Life, and Temenos Anguilla A St. Regis Retreat.

“We would like to thank the companies who supported their senior managers by investing in their customer satisfaction management skills,” Mr. Bartlett, Executive Director of the Chamber said. “The only way we can all enjoy a healthy, competitive economy is with the commitment of each Chamber member and each business leader being willing to support and develop their own skills as well as those of their employees.”

The seminar began with a self-assessment to help participants see how internal quality and employee satisfaction impact on customers, revenue growth and profitability – which are the focal points for an in-depth discussion of the research linking customer satisfaction to successful enterprises in all sectors.

“As with the previous seminars, our participants were especially surprised by learning to calculate the lifetime value of their customers and seeing the tremendous financial impact of even one lost customer,” Ms. Goddard observed.

Following this overview of the rationale for measuring and managing customer satisfaction was a service quality workshop. By listing and describing behaviours in each of 6 dimensions, the participants build the skills to evaluate and enhance the service their organizations are delivering – and to see when it is falling short.

The Customer Satisfaction Management class discussing the lifetime value of customers.

The afternoon workshop presented and applied customer recovery and retention principles. “Unfortunately, very few customers ever complain. They just take their money elsewhere, then tell as many people as will listen even on the Web – but they rarely tell the business losing them as a customer how to improve to have kept them,” Ms. Goddard commented.

Using real-world examples, the participants concluded the day with tools to help share their vision of excellence and communicate the value of their customers to their colleagues and staff. Certificates of participation were prepared and are being distributed to the respective participants.

Ms. Goddard is an independent consultant and the principal of ClienTell Consulting, LLC. Her executive presentations have mobilized employees in nearly 30 countries, based on ClienTell surveys translated into 10 languages. She has also designed and conducted the Anguilla Business Survey for a second year and will be reporting results in the near future. For more information, visit: www.clien-tell.com.

The Anguilla Chamber of Commerce and Industry is a voluntary membership organization dedicated to enhancing, promoting and supporting the Anguillian business community and economy, through economy-stimulating initiatives, innovative advice and professional expertise. For more information, visit the Chamber of Commerce, located in The Valley in the old police barracks, or call 497 2839, or online, visit:www.anguillachamber.com.
- Press Release

| Printer-friendly page | Send this article to a friend |

World News