Lecture by Mark Anthony

HEARTWORK
World-class customer service

Good service is good business, bad service is bad business. And good service shouldn't be hard work – it should be heart work.

HEART WORK is a strong and effective concept that is guaranteed to lift the engagement and quality of your customer service. The concept consists of an energetic and inspiring lecture, an engaging and educational seminar and the full process where we develop your motivation strategy, heartwork culture and leadership and employee mindset.

Fact – 79% of customers who leave their supplier do so because of poor service. The companies themselves only believe it’s 21%! (Source: Accenture, 2009). Many suppliers believe that because their product is cheap, the service does not have to be good. They will certainly lose market share.

It costs seven times more to acquire a new customer than to keep an existing one happy. (Baines & company). The market has become more transparent and customers have become much smarter. Customers will be reassured that they have made the right choice and do not have to consider shopping at a new store or choosing a new supplier.

HEARTWORK is:

  • When we are happy with our work

  • When we know we are making a difference – for colleagues and customers

  • When we look forward to going to work

  • When we are proud of our workplace and our product

  • When we are passionate about what we do where we do it

HEART WORK is created because:

  • Motivated employees who have their hearts in the game provide good service

  • Happy and satisfied employees make for happy and satisfied customers

  • Satisfied and loyal customers are the best advertising – and it's free.

  • Good service is cheaper than bad service

  • The right employees want to provide great service if they are allowed to.

  • Customer service is a high-status job

Join the wave and get a better business.
Contact us because you want to deliver world-class service