The ability to attract, satisfy and retain existing customers is vital for business performance. Most organizations use much energy and resources to market their products and services. Far fewer understand how to make their clients loyal and keep on buying their products or services as well as recommending the products and services to others continually. In this course appealing techniques for attracting, delighting and fulfilling customer expectations will be learnt. This will enable the participant’s organizations enjoy free word of mouth advertising.

Training learning outcome

• Identify and understand customer needs and expectations
• Understand product and service quality dimensions
• Understand customer service management principles
• Appraise customers’ needs and initiate satisfaction strategies
• Render high quality services and satisfy customers
• Plan a customer service management and loyalty programme to enhance retention and word of mouth 

The target group

• Customer service professionals/team
• Marketing managers
• Managers and Supervisors
• Workers who have direct contact with customers
• Office administrators
• Secretaries & Receptionists
• Business owners

Course Contents  

• Introduction to customer service management
• The role of valuing internal customers on service quality
• Product and service quality dimensions
• Principles of customer service management
• Customer acquisition and retention strategies for customers
• Strategies for handling customer complaints
• Strategies for dealing with irritated customers
• Effective business communication
• Service recovery strategies
• Measuring customer satisfaction
• Developing customer and loyalty Management system