Customer Service and Retention Training Course


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.)

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.

Enroll for this Course

We are proud to offer this course in a variety of training formats to suit your needs.

IRES

Enroll for a Face-to-Face (In-Person) Class

We use the highest quality learning facilities to make sure your experience is as comfortable as possible.

Register Here
IRES

Enroll for a Virtual (Zoom) Class

Join a scheduled class with a live instructor and other delegates.

Register Here
IRES

Enroll for an Online Self-Paced Class

Keep track of your own progression throughout your course and ensure continuous improvement.

Register Here

Benefits of Taking a Course at IRES

LEARN

Our courses are carefully curated to keep you abreast of latest industry trends, technological advancements, and best practices. We employ a variety of teaching methodologies, including hands-on workshops, case studies, and interactive sessions, all aimed at fostering an engaging and effective learning environment. Our expert instructors bring a wealth of knowledge and real-world experience, providing our clients with insights that can be immediately applied in their professional lives.

NETWORK

Our courses serve as a vibrant platform for professionals to connect and engage with a diverse community of peers, industry leaders, and experts. By participating in our programs, you gain access to an invaluable network that spans across various sectors and geographical boundaries. This networking aspect is not just about forming professional relationships; it's about creating a supportive ecosystem where ideas, opportunities, and collaborations can flourish.

GROW

Our courses are designed to challenge and inspire professionals to step out of their comfort zones and explore new horizons. Through a combination of theoretical knowledge and practical application, our programs help professionals refine their existing skills and acquire new ones, making them more versatile and competitive.

FAQs & Course Administration Details:

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 Phone: +254 715 077 817 or Email: [email protected].
The instructor led trainings are delivered using a blended learning approach and comprise of presentations, guided sessions of practical exercise, web-based tutorials and group work. Our facilitators are seasoned industry experts with years of experience, working as professional and trainers in these fields. All facilitation and course materials will be offered in English. The participants should be reasonably proficient in English.
Upon successful completion of this training, participants will be issued with an Indepth Research Institute (IRES) certificate certified by the National Industrial Training Authority (NITA).
Payment should be transferred to IRES account through bank on or before start of the course. Send proof of payment to [email protected].
Accommodation and airport pickup are arranged upon request. For reservations contact the Training Officer. Email: [email protected] Phone: +254 715 077 817.

Who else has taken this course?


# Job Title Organisation Country
1 Registry Clerk Kenya National Highways Authority Kenya
2 Admin Kenya Mortgage Refinance Company Kenya
3 CUSTOMER SERVICE MOMBASA PORT SACCO SOCIETY LTD Kenya
4 CUSTOMER SERVICE MOMBASA PORT SACCO SOCIETY LTD Kenya
5 CUSTOMER SERVICE MWALIMU NATIONAL SACCO Kenya