Education and Services Hub

Course Title:

Course ID:

060524 0101 1550ESH

Course Dates :

06/May/2024

 To

10/May/2024

Course Duration :

5

Course Location:

London

United Kingdom

Course Fees GBP £ :

Primary Price

£4,555.99

VAT may vary depending on the country where the course or workshop is held

Course Fees USD $:

Advisory Price

$5,829.37

VAT may vary depending on the country where the course or workshop is held

Course Category:

Professional and CPD Training Programs

Leadership, Management, Marketing, Strategy, Human Resources, Soft Skills

Course Certified By:

* Professional Training and CPD Programs
Leading to : Executive Diploma Certificate
Leading to : Executive Mini Masters Certificate
Leading to : Executive Masters Certificate

* ESHub CPD
* LondonUni - Executive Management Training
* Others

United Kingdom

Please Note : Your £250.00 Deposit will be deducted from the total invoice Amount.
To commence the registration process for your training course, please follow the link provided and proceed with; Upon successful payment, we will promptly contact you to finalize your enrollment and issue a confirmation of your guaranteed placement.

Course Information

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.

Daily 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

Please Note : Your £250.00 Deposit will be deducted from the total invoice Amount.
To commence the registration process for your training course, please follow the link provided and proceed with; Upon successful payment, we will promptly contact you to finalize your enrollment and issue a confirmation of your guaranteed placement.

Week 1

MODULE 1:
Know and understand your customer.
• Define Customer Retention
• Understand Customer Loyalty
• Understand the Key customer requirements.
• Know Customer Delight and differentiate from delivering the basics.
• Create a journey path and define the ways of creating customer loyalty.
• Understanding customer expectations

MODULE 2:
Measuring Loyalty
• Find ways to measure current customers loyalty.
• Find the current reality of the methods measuring retention.
• Use smart goals to create a Vision – know the current reality and the place where you want to reach.
• Understand the benefits of customer service.

MODULE 3:
Using the Data
• Use CRM and analytics to know the customer needs.
• Key Loyalty Measurements
• Use Customer Satisfaction Index to find the real picture.
• Create a survey design.
• Track the customer retention rate.

MODULE 4:
Understand why customers don’t stay.
• Problems in demand fulfilment
• Why do customers move away?
• Problems that result in sales loss

MODULE 5:
Segment the Customer Base
• The role of culture and personality in recognizing behavior
• A Territory Driven Approach
• Customer Segmentation | B2B, B2C, Demographics

MODULE 6:
Listen to their requirements and what will make them happy.
• Create empathy with the customer.
• Recognize the role of listening.
• What are the levels of listening?
• Improve Listening step-by-step.
• Difference between listening and hearing
• Managing conflicts with ease

MODULE 7:
Creating Customer Loyalty – 1
• What are the 8 ways to retain customers?
• Learning 4 Steps of Exceptional Customer Loyalty
• Top 6 customer retention tactics

MODULE 8:
Creating Customer Loyalty – 2
• Build a model for customer loyalty.
• Tips to ensure customer delight.
• Build Customer Loyalty Schemes

Please Note : Your £250.00 Deposit will be deducted from the total invoice Amount.
To commence the registration process for your training course, please follow the link provided and proceed with; Upon successful payment, we will promptly contact you to finalize your enrollment and issue a confirmation of your guaranteed placement.