Course Certified By:

Introduction

The "Mastering Customer Care and Loyalty" course is designed to equip participants with the skills and strategies necessary to excel in customer service and foster long-term customer loyalty.
Through a combination of theoretical knowledge and practical exercises, attendees will learn how to effectively communicate with customers, resolve issues, and create memorable experiences that drive repeat business.
This comprehensive 5-day course will empower participants to deliver exceptional customer service, cultivate lasting customer relationships, and drive business growth through loyalty and advocacy.

Objectives

• Understand the importance of customer care and loyalty in business success.
• Develop essential communication and interpersonal skills for effective customer interactions.
• Learn strategies for handling difficult customers and resolving conflicts with professionalism.
• Implement techniques to create personalized experiences that enhance customer satisfaction and loyalty.

Who Should Attend?

This course is ideal for customer service representatives, frontline staff, sales professionals, and anyone who interacts directly with customers.
It is also beneficial for business owners and managers seeking to improve their organization's customer service culture and drive customer loyalty.

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