Deskripsyon
Building Customer Satisfaction And Loyalty
Duration: 1 Day
Time: 9:00am to 5:00pm
Lunch Break: 1:00pm to 2:00pm
INTRODUCTION
Ready to level up your customer satisfaction and loyalty game? Our program is your secret weapon! Dive into the latest trends, master advanced communication techniques, and learn how to personalize interactions to keep your customers coming back for more. Plus, discover how to proactively tackle issues and lead your team to service excellence. Say YES to Building Customer Satisfaction & Loyalty and watch your business thrive!
LEARNING OUTCOMES / BENEFITS
Upon completion of this program, the participants will be able to:
- Demonstrate an understanding of evolving customer expectations
- Demonstrate mastery of advanced communication techniques to build trust and rapport
- Demonstrate the ability to personalize
- Demonstrate proficiency in proactive issue resolution and feedback management
- Demonstrate leadership skills in nurturing customer relationships and fostering a customer-centric culture
KEY CONTENT
Module 1: Understanding And Adapting To 2024 Customer Expectations
- Recognizing what customers want in today's digital world
- Studying customer feedback, trends, and what people are saying online to know what they need
- Using data to guess what customers will like and how they'll act
- Figuring out the best ways to talk to customers, keeping it friendly and using words they understand
Module 2: Advanced Communication Techniques
- Getting better at listening to customers to really understand what they need
- Being kind and understanding when talking to customers to build trust
- Handling tough situations calmly and kindly
- Maintaining a human connection
Module 3: Personalizing Customer Interactions and Building Loyalty
- Making each customer feel special by giving them what they want, using CRM that keep track of their preferences, and making their experiences memorable
- Giving customers rewards from the start, making them want to stay loyal, telling their friends about the good stuff, and thanking them for sticking around
Module 4: Proactive Issue Resolution and Feedback Management
- Expecting problems before they happen and doing things to stop them from becoming big issues
- Turning complaints into opportunities for service recovery, loyalty enhancement, and gathering feedback from customers through review requests and paying attention to social sentiment
Module 5: Measuring and Improving Customer Satisfaction
- Utilizing key performance indicators (KPIs) to evaluate customer satisfaction levels
- Collecting and analyzing customer feedback to drive continuous improvement
- Implementing strategies for sustainable customer satisfaction and loyalty
- Stay relevant to the customer
Module 6: Role if Managers in Nurturing Customer Relationships
- Providing support and resources to empower frontline staff
- Setting clear expectations and goals for customer service excellence
- Leading by example in delivering exceptional customer experiences
METHODOLOGY
The method of learning would include:
- Experiential activities
- Role play
- Interactive group reflection, discussion and facilitation
- Action plan for post training assessment purpose
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