iMA Customer Driven Service

Everywhere you turn today, you hear about the importance of customer satisfaction. You might think that service is getting better with each passing moment. Surveys, though, suggest otherwise.

One customer in four is thinking about leaving the average business at any given time because of dissatisfaction.

What’s wrong? Too many companies and employees view customer service as something that happens once and is then over. True service doesn’t just focus on a one-time event, but on building a sustained, positive relationship.

Organisations and people with a positive attitude towards service know that each contact is an opportunity that may never come again. Such encounters typically produce either a Moment of Magic: positive experiences that make customers glad they do business there, or a Moment of Misery: negative experiences that irritate, frustrate, or annoy.

The key to creating a Moment of Magic is exceeding a customer’s expectations, but what works for one person may not work for another. Therefore this half day workshop demonstrates how you can utilise knowledge of iMA Styles to create Moments of Magic.

The iMA Customer Driven Service Workshop is a ½ day training session that can help you and your company become more effective and develop a competitive edge.

Prior to the programme participants will complete the iMA Questionnaire to help them identify their iMA style, and will then attend a specially designed ½ day training session that covers:

This is an in-company programme with the following options. (Hover your mouse over the dotted items to find out more.)