Customer Service Management

Customer Service Effective Customer Acquisition & Retention Skills

Customer Service

At the end of the course, participants will be able to:

  • Establish a common and consistent understanding of expectations of providing excellent customer service
  • Know and use customer characteristics for the efficient delivery of customer service
  • Learn overall techniques for continuously delighting and retaining valuable customers

Who Should Attend

All managers and staff positioned to make the organization excel using strategic customer service skills. They may be in line or staff functions.

Key Items That Participants Will Learn

Customer Definition
  • Who is he?
  • Who he's not
  • Who he has become
  • New Concept?
Touching The Customer
  • Keeping the customer
  • Growing the customer
  • Feeding into the (MS) 4 hypothesis
Customer Service Platforms
  • Pleasantness
  • Needs
  • Repeats with happiness
  • WOM
  • (CSR) 2
  • Key Aids
Key Customer Concepts
  • Internal
  • External Service Issues

Duration

3 days

Effective Customer Acquisition & Retention Skills

Businesses continually succeed in acquiring and retaining valuable customers by

  1. Identifying and meeting the needs of target
  2. Having a culture of delightful engagement with customers by employees
  3. 3. Employees having competences and the will for handling difficult situations and effective service recovery when necessary

Key Items That Participants Will Learn

  • Customer acquisition – Gaining new accounts
  • The CE + VE + BE = R3 Equation
  • Customer Acquisition
  • Customer service orientation – External
  • Service setting
  • Customer service orientation – Internal
  • The (MS)3 hypothesis

Duration

3 days