INTRODUCTION
All businesses, whether they operate face-to-face, over the phone or by e-mail, should strive to give their customers the best experience they can in order to maintain relationships, status and success. The average business loses around 20% of its customers annually, simply by failing to attend to customer relationships. The cost is staggering, but few businesses truly understand the implications. Customer retention also is on the minds of small and medium-sized businesses across the world. With rising customer acquisition costs, businesses need to innovate and assume a proactive role in retaining clients.
This course aims to provide those who work in the customer service industry with the information and skills needed to go above and beyond with the customer service that they provide. Participants will learn how to plan, develop, execute and assess a profitable customer retention strategy with an optimum blend of online & offline marketing and customer service.
DURATION
5 Days
WHO SHOULD ATTEND?
This Customer Service & Retention Training Course is suitable for anyone working in a customer service/retention role, at all levels of employment, who wishes to promote repeat businesses, referrals and improve on their service skills. This includes all employees who deal directly with customers face-to-face, over the telephone or by e-mail. Examples of professions who may find this course useful include, but are not limited to:
- Receptionists and front-of-house staff.
- Call Centre workers.
- Online support staff.
- Front-line sales and customer service staff.
- Trade and self-employed workers (builders, plumbers, cleaners etc.)
Course Level:
LEARNING OBJECTIVES
The course will assist participants to:
- Understand the importance and benefits of having excellent customer service skills.
- Understand how body language and listening play an essential role in providing good customer service.
- Be able to adapt their communication to the customer and their needs.
- Know how to remain professional when providing customer service both in person and over the phone.
- Understand how to deal with complaints effectively and safely.
- Understand the importance and relevance of social media.
- Know how to evaluate customer service through feedback and staff training.
- Understand how to use analytical methods to evaluate customer retention and loyalty.
- Get ready to plan and target a customer contact strategy, pinpointing the ideal mix of online and offline communications and services.
- Have a plan to implement and measure a profitable customer retention strategy.
TOPICS TO BE COVERED
- Introduction to customer service and retention.
- Understanding your Customer.
- Body Language and Listening.
- Communication.
- Dealing With Complaints.
- Evaluating Customer Service
- Measuring customer Loyalty.
- Planning customer contact strategy.
- Customer retention.
Related Courses
Course Administration Details:
METHODOLOGY
The instructor-led trainings are delivered using a blended learning approach and comprise presentations, guided sessions of practical exercise, web-based tutorials, and group work. Our facilitators are seasoned industry experts with years of experience, working as professionals and trainers in these fields. All facilitation and course materials will be offered in English. The participants should be reasonably proficient in English.
ACCREDITATION
Upon successful completion of this training, participants will be issued an Indepth Research Institute (IRES) certificate certified by the National Industrial Training Authority (NITA).
TRAINING VENUE
The training will be held at IRES Training Centre. The course fee covers the course tuition, training materials, two break refreshments, and lunch. All participants will additionally cater to their travel expenses, visa application, insurance, and other personal expenses.
ACCOMMODATION AND AIRPORT PICKUP
Accommodation and airport pickup are arranged upon request. For reservations contact the Training Officer.
- Email: [email protected]
- Phone: +254715 077 817
TAILOR-MADE
This training can also be customized to suit the needs of your institution upon request. You can have it delivered in our IRES Training Centre or at a convenient location. For further inquiries, please contact us on:
- Email: [email protected]
- Phone: +254715 077 817
PAYMENT
Payment should be transferred to the IRES account through a bank on or before the start of the course. Send proof of payment to [email protected]
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