Building Customer Loyalty

This course will give students a good understanding of why customers defect and a way to examine their own beliefs on customer service. Students will also learn about the six important keys to delivering extraordinary service and the techniques for building relationships and following-up with customers.

2. Course Features

Practical – You will be equipped with concepts and skills that help you understand your assumptions about yourself, your service and your view of your customer.

Interactive – You will be put in groups to discuss and come up with ways of evaluating yourself, your service and your customer. You will also develop strategies to address any short-comings in your perceptions and your service.

Insightful – You will understand the underlying reasons why customers leave or become loyal to a company and anticipate strategies to handle them.

3. At the end of this course, you will be able to:

Gain insights into your own perceptions of yourself, your service and your view of your customer.

Gain insights into customers’ defection and loyalty.

Increase customer loyalty through exceptional customer service.

Apply a code of ethics and principles to exceed customer expectations.

Use creative follow-up techniques to build relationships.

4. Course Information

  • 12 hours (held over 2 days)
  • 9 am -12 noon; 1.30 pm - 4.30 pm
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