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Fundamentals of customer service

Organiser: The Epiphany Group
3 August 2022, Wednesday
4:00 pm - 6:00 pm

$3. – $6431

Deciding on what customer service approach is a critical business decision. This webinar will look at how you can design customer service to suit your customers, and build a scalable model.

Customer service in small business has the ability to be incredibly personalised and flexible, which is an amazing upside of working with small businesses. However, as you get busier or get more staff, you will notice one of two things happen: firstly, customers will not be getting a consistent experience from your business; secondly, you’ve failed to establish boundaries with clients and have overdelivered to a point where they expect that level of service. Generally speaking, all small businesses overdeliver out of gratuity and passion, but in the end, this can really negatively impact our ability to have steady cashflow and to grow a sustainable, profitable business.

This webinar will focus on customer service, with a focus on a financially viable customer service model, covering off:

1. Customer Service Models and Approaches
2. Building a customer service model and customer journey modelling
3. Costing your Customer Service Model
4. Systemising, documenting and training on your customer service model

Presenting this event is The Epiphany Group’s Business Advisor and Facilitator, Kylie Chain. Kylie has worked in and for small businesses throughout her career in strategic and operational capacities, and currently collaborates with business owners and senior leaders to achieve lasting change and success when it comes to business growth.

This is a free Webinar for people from Western Sydney and has a capacity of 50. All attendees will be sent a recording of the session and any take away materials. Upon signup a link will be sent to you to join the webinar. No advanced preparation is required for this event.

Business Connect is a dedicated and personalised NSW Government program that provides trusted advice to help you start, run, adapt or grow your small business.


The Epiphany Group
1800 387 246
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