Course Certified By:

Introduction

Every brand wants to develop impactful customer retention and loyalty strategies.
Sales and service people dream of winning and retaining customers. Satisfied customers lead to increased employee productivity.
Projacs Academy's Mastering Customer Care and Loyalty Training Program empowers you to improve your abilities and enhance your customer service skills by going the extra mile for the customer.

Objectives

Upon completing this training program successfully, participants will be able to:
• Enhance the customer satisfaction.
• Empathize with the customer and understand his requirements.
• Identify the values required for excelling in customer service.
• Recognize the importance of customer service – Use a customer-focused approach.
• Increase customer care and loyalty.
• Build a customer loyalty strategy to increase profits.
• Analyze customer behaviors and have a high-level customer satisfaction index.
• Develop customer loyalty strategy and customize it to fit the requirement.
• Understand the nature of customer loyalty and apply it in relationships.

Who Should Attend?

• Sales and marketing team employees
• Strategic Planners in the Customer Loyalty Department
• Team Managers
• Customer-facing executives
• Team leaders in Customer-facing teams / Contact Centers

Training Method

• Pre-assessment
• Live group instruction
• Use of real-world examples, case studies and exercises
• Interactive participation and discussion
• Power point presentation, LCD and flip chart
• Group activities and tests
• Each participant receives a 7” Tablet containing a copy of the presentation, slides and handouts
• Post-assessment

Program Support

This program is supported by:
* Interactive discussions
* Role-play
* Case studies and highlight the techniques available to the participants.

Course Agenda

The course agenda will be as follows:
• Technical Session 08.30-10.00 am
• Coffee Break 10.00-10.15 am
• Technical Session 10.15-12.15 noon
• Coffee Break 12.15-12.45 pm
• Technical Session 12.45-02.30 pm
• Course Ends 02.30 pm