Businesses brush up on customer service
■ More than 100 local business owners and service providers in the Pilbara benefited from a series of workshops delivered by customer service expert Graham Harvey last week.
The three-hour workshops in South Hedland and Karratha concentrated on improving strategic business-to-business relationships and customer service standards.
Mr Harvey said the workshops were designed to help regional businesses identify key aspects critical to good customer service, and how to incorporate these practices into their own business.
“We looked at building and maintaining strong business-tobusiness relationships, implementing processes and utilising technology to improve customer service standards,” he said.
“Sameness is one of the biggest barriers to businesses in WA, so we have looked at how to create a point of difference in a competitive marketplace.
“The smart companies are constantly in touch with understanding who their customers are and continue to evolve their customer service levels to meet the ever-changing wants, needs and expectations of customers.”
Mr Harvey said the advent of online shopping made it more critical than ever to maintain a high level of customer service.
“Particularly in regional areas, you are no longer just competing with the business down the street, you are competing with hundreds and sometimes thousands of other business around the world,” he said.
“One of the ways we are able to compete in regional areas is by establishing very strong relationships with customers.
“Business has evolved beyond the product and service
“It’s now about experience and the treatment that customers encounter when they do business with you.”
The customer service workshops were delivered through the Business Centre Pilbara and funded by Royalties for Regions.
Business Centre Pilbara chief executive Paul Jagger said he was pleased to return to South Hedland for the first time since the closure of the organisation’s branch in June.
For more information on workshops delivered by the Business Centre Pilbara, visit its Facebook page.
Business Centre Pilbara chief executive Paul Jagger with customer service expert Graham Harvey.