Program Overview

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 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.

Program Content

  • Introduction to customer service and retention.
  • Understanding your Customer.
  • Body Language and Active Listening.
  • Dealing with Complaints.
  • Evaluating Customer Service & Retention
  • Measuring Customer Loyalty.
  • Planning Customer contact strategy.
  • Customer Retention in a Nutshell.

Program Benefits

Upon Completion of the program, the participant will be able to:

  • Understand the importance and benefits of having excellent customer retention skills.
  • Understand how body language and active listening play an essential role in providing good customer retention.
  • 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.
  • Know how to evaluate customer service and retention 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

Who Should Attend

  • Receptionists and Front-Of-House Staff.
  • Call Centre Agents.
  • Online Support Staff.
  • Front-line Sales and Customer Service Staff.

Course Duration

2 Days

Registration Deadline

Three days before the course date.

Registration and Payment

  • Open www.thetraining-hub.com/ Training Facilities/Course Registration and fill your registration form.
  • Course fees include material, lunch, 2 coffee breaks and certificate.
  • Payment by cheque in The Training HUB’s name, cash to our address or by bank transfer.
  • Your registration is confirmed only after course payment
  • Payment is non-refundable; however, participant can be substituted or can attend next confirmed round of the same course or another course.

For More Information

Phone: 02 22907369 / 22909369

Mobile: 01280720167- 01280653407

Email: info@thetraining-hub.com

www.thetraining-hub.com