Course Overview
In today's competitive market, exceptional customer service is not just about resolving issues,it’s about creating positive, lasting experiences that turn customers into loyal advocates. This course focuses on the essential skills required to provide excellent service and create effective retention strategies. Participants will learn to engage customers, resolve conflicts, personalize interactions, and build relationships that lead to long-term customer loyalty.
DURATION
5 Days
Target Audience
This course is ideal for:
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Customer Service Representatives and Managers
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Call Center Agents and Supervisors
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Sales and Support Teams
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Operations and Service Managers
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Entrepreneurs and Business Owners looking to improve customer loyalty
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HR and Training Managers responsible for developing customer service skills
Personal Impact
Participants will:
- Gain confidence in handling customer inquiries, complaints, and feedback
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Enhance communication and problem-solving skills
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Learn how to build rapport and trust with customers
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Improve their ability to empathize and create personalized customer experiences
Organizational Impact
Organizations will benefit from:
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Increased customer retention, reducing churn and boosting lifetime value
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Improved customer satisfaction and brand loyalty
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Higher employee engagement and morale within customer service teams
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Stronger relationships with customers leading to positive word-of-mouth marketing
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A culture of continuous improvement focused on service excellence
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Develop a customer-first mindset that will help them in various professional roles
Course Level:
Course Objectives
By the end of the course, participants will be able to:
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Understand the critical role of customer service in retention and loyalty
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Develop skills for engaging customers and addressing their needs effectively
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Implement proactive customer retention strategies
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Use communication techniques that foster strong customer relationships
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Address and resolve customer complaints while enhancing satisfaction
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Measure customer satisfaction and loyalty to improve retention
Course Modules
Module 1: Introduction to Customer Service and Retention
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The importance of customer service in building long-term relationships
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Understanding customer retention and its impact on profitability
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Identifying customer needs and expectations
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Customer retention vs. customer acquisition: Which is more cost-effective?
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Customer loyalty and the role of trust and rapport
Outcome:Participants will understand the relationship between great service and customer retention, identifying key drivers of loyalty.
Module 2: Building Customer Engagement and Personalization
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Techniques for building rapport and connecting with customers
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The power of personalized service: How small touches create lasting impressions
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Active listening and asking the right questions
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Tailoring communication based on customer behavior and personality
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Leveraging customer data to personalize service
Outcome:Participants will learn how to engage with customers in a way that makes them feel valued and heard, leading to stronger emotional connections.
Module 3: Handling Complaints and Resolving Conflicts
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Why complaints are opportunities for improvement
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Steps for effective complaint handling (Acknowledge, Apologize, Act)
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Using empathy to defuse tense situations
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Techniques for turning a dissatisfied customer into a loyal one
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Managing customer expectations during conflict resolution
Outcome:Participants will gain confidence in turning negative experiences into positive ones, ensuring customers leave with their needs met and their concerns addressed.
Module 4: Proactive Retention Strategies
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Anticipating customer needs and offering solutions before problems arise
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Developing loyalty programs and incentives for repeat business
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Communicating with customers regularly through follow-ups and check-ins
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The role of customer feedback in retention and improvement
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Using surveys and NPS (Net Promoter Score) to gauge satisfaction
Outcome:Participants will design proactive retention strategies and loyalty initiatives aimed at enhancing customer satisfaction and reducing churn.
Module 5: Measuring Success: Customer Satisfaction and Retention Metrics
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Understanding key customer service metrics: CSAT, NPS, CES
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The importance of measuring satisfaction and gathering feedback
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Analyzing customer satisfaction data to identify trends and improvement areas
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Using customer retention metrics to evaluate long-term success
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Setting and tracking goals for service excellence
Outcome:Participants will learn to evaluate their performance and customer loyalty through metrics, applying insights to improve service and retention strategies.
Related Courses
Course Administration Details:
Methodology
These instructor-led training sessions are delivered using a blended learning approach and include presentations, guided practical exercises, web-based tutorials, and group work. Our facilitators are seasoned industry experts with years of experience as professionals and trainers in these fields. All facilitation and course materials are offered in English. Participants should be reasonably proficient in the language.
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 Transfer
Accommodation and Airport Transfer 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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