CUSTOMER RETENTION
This course builds on the principles delivered in the ‘Customer Service Excellence – The Fundamentals’ course and focuses on the need to manage and retain customers in an ever evolving world of competition and technology changes.
The course identifies why we need to empathise and fully understand the modern day customer and also understand the underlying causes why customers leave for a competitor.
There are opportunities to learn techniques in how to better manage customers and utilise skills to enhance customer satisfaction which ultimately results in improved customer retention.
The course is one of a number of ‘mix and match’ one-day training events which can be attended separately or in the grouping of your choice.
Features include: What is ‘Customer Retention’ and why do we need it? Customer Retention model, Customer segments and focus, why customers leave, customer satisfaction, customer experience, customer loyalty ladder, the WOW factor, MY customer, how Sloppy service can become ‘viral’, Service Level Agreements, measuring customer satisfaction, customer retention and the internet, brilliant customer service.
Course synopsis
