Customer Loyalty Programme

Overview

This programme will enable you to become a highly skilled practitioner in the use of the tools and techniques of Customer Loyalty Management. Focusing on customer expectations, feelings and memories, this course will help you learn how to plan, develop and deliver new experiences, in order to create worthwhile differentiation and sustainable competitive advantage

Who should attend?

This 4 day course is designed for all front-line customer facing staff.

Course Content

• Building Customer Loyalty;
• Communicating With Customers;
• Delivering Memorable Experiences;
• Handling Customer Complaints;
• Customer Journey Mapping;
• Planning and Implementation;
• Projects and Continuous Improvement.

Benefits for the Individual

• Understand and engage with others;
• Improved relationships in the workplace;
• Improve customer experiences;
• Improve the way we manage difficult situations.

Benefits for the Organisation

• Increased employee engagement;
• Differentiate your organisation from competitors;
• Produce better ROI/EBITDA;
• Create customer loyalty and advocacy.