Aki Kalliatakis

Aki Kalliatakis started his own small Management Consultancy in 1989. Amongst other consulting work, he is actively involved in assisting companies to implement "Delight Your Customers!"TM - a Customer Satisfaction Improvement strategy which he developed from his experiences for the South Africa market.

Aki Kalliatakis is invited to give motivational talks, conduct seminars, workshops and training courses. Since 1997, Aki has helped companies to develop their corporate strategic customer service plans. The client list includes companies like Liberty, Nando’s, Dimension Data, MTN, SA Breweries, Barclays, Nedbank, Netcare, Mauritian Commercial Bank, Afrox, Standard Bank, Early Bird Farms, AstraZeneca, Sasol, Johnnic Communications, VW South Africa, and many, many others.

Aki Kalliatakis also lectures on executive development programmes for different graduate schools, on Strategy, Marketing, Customer Care, Operations Management, and occasionally Human Resources Management.

Aki Kalliatakis is passionate about the subject of customer care and at one stage co-hosted his own weekly radio talk show on Radio 702, "Aki's Consumer Line", with Mike Mills. Aki has written articles for various journals and has published a book called “Reflections on Delighting Your Customers”. Aki’s second book, “Reinventing CRM” is in the works.

Aki’s interests include astronomy, wildlife and reading, and he was also a part-time counsellor for one of the crisis centres in Johannesburg. Many of these interests have taken second place to the MBA thesis with which Aki is currently busy.

Topics

How to Delight Your Customers with Positively Outrageous Service
Future Trends in Customer Care
The Twenty Attributes of a Customer Obsessed Company
Ten South African Companies That Delight Their Customers
Value Innovation: The Key to Your Company`s Future
Forty Reasons Why Your Company Must Delight Your Customers
Making Heroes: The Power of Recognition
Why I'm Staying
The Magic in You!
The Right Stuff for Success
New Horizons: How to Cope When Someone `Moves Your Cheese`
Sales is FUN!

The Magic in You to Delight Your Customers with Spectacular Customer Service

With Aki Kalliatakis
1 hour motivational

Moments of Truth as defined by Jan Carlzon

“A moment of truth is any opportunity that a customer gets to create an impression of our company, its products, services, systems or people”

What do Customers Want?

Moments of truth

Three levels of customer satisfaction

Customer Satisfaction vs Customer Loyalty

Why is Loyalty so important
The 3 ways to sustain Loyalty

The Magic in You

Being Unique and Different
Personal Responsibility

So, What do Customers Want?

Reliability: consistency of performance and dependability

Responsiveness: the willingness or readiness of staff to provide service

Competence: the possession of the required skills and knowledge to do the job and perform the service

Story: The Humble Coffee Bean