Course summary
This 10 day programme will enable you to become highly skilled practitioners 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?
The first 4 days of this course are designed for all front-line customer facing staff. The remaining 6 days are designed for ambassadors, team leaders, supervisors and managers who have responsibility for implementing Customer Loyalty across their organisations.
Course content
- Building Customer Loyalty (1 day)
- Communicating With Customers (1 day)
- Delivering Memorable Experiences (1 day)
- Handling Customer Complaints (1 day)
- Customer Journey Mapping (2 days)
- Planning and Implementation (2 days)
- Projects and Continuous Improvement (2 days)
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
For further information, please e-mail: helen@helenhamilton.co.uk