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08h00

Registration (tea/coffee, refreshments)

08h30 - 09h30

	Rowan Haarhof - Building your Business' Brand
		Why is branding so exceptionally important
		What branding is and what it isn’t
		How to use branding effectively
		What makes certain brands so strong and what can be equally damaging

09h30 - 10h30

	Christopher Clohessy - A Brand Called "You" - The power of personal branding
		What is personal branding?
		The main elements of that brand called 'YOU'
		The steps to successful personal branding
		Effectively communicating your personal brand!

10h30 - 11h00

Tea Break

11h00 - 12h30

	Nathalie Schooling - It’s All About the Customer (Part 1)
		Delivering great service in a tough economic climate
		Key steps in developing a successful and sustainable customer service strategy
		Understanding and driving customer value
		Measuring customer satisfaction
		Service recovery – turning an ‘oops’ into an opportunity
		Your people - recruiting the right team and then getting results

12h30 - 13h30

Lunch

13h30 - 14h45

Nathalie Schooling - It’s All About the Customer (Part 2)

14h45 - 15h00

Tea Break

15h00 - 16h00

	Nikki McNaught - Becoming a Champion for Change
		Necessary steps towards effective leadership
		Your role in leading change
		8 ways to ensure sustainable change
		A case study

Date	:	TBC
Time	:	8h00 (to start at 8h30) - 16h00
Venue	:	CTICC (Cape Town International Convention Centre)
Cost	:	R1950 (excl VAT and incl parking, all refreshments, lunch, workshop material and certificate) for the one-day seminar.

For more information, please contact Michelle Bekker on office number (021) 794 7533 or e-mail michelle@nlighten.co.za

Service Advantage Seminar

Discover how to give customers the type of experiences that keep them coming back!