Customer Retention: Tools and Techniques
3 days|Delivered on request
This is a hands-on programme. Delegates spend most of the time working through service standards and proposal writing on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: service recovery is usually the moment that decides whether a customer stays, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with telephone and contact centre skills, customer journey mapping and complaint handling in their own organisation.
What delegates leave able to do
- Put telephone and contact centre skills on a footing they can defend to a reviewer, measured against recognised service design practice
- Review customer journey mapping and say plainly whether it is working
- Take ownership of complaint handling rather than escalating it
- Spot where objection handling is failing before it becomes a finding
What the course covers
- Service standards
- Proposal writing
- Telephone and contact centre skills
- Customer journey mapping
- Complaint handling
- Objection handling
- Needs analysis
Who should attend
- customer service managers
- branch managers
- service desk staff
