Programme Info
In any business environment, especially a highly competitive one like ours, delivering high customer value is key to customer patronage, loyalty and retention. Delegates will be armed with the necessary skills for efficient customer service and customer value delivery which assures repeat purchases, loyalty, retention and indeed advocacy from customers.
Target Audience
Different types of workers in both private and public organisations, including office administrators and personnel, marketing staff, entrepreneurs, business development managers, customer care officers, etc.
Programme
- Getting a grasp of who the customer is.
- Formulating and maintaining an organisational culture that is customer centered.
- Understanding customer needs and attributes.
- Proactive and conscious planning for customer service value enhancement.
- Customer-value development and improvement..
- Customer costs minimisation/reduction.
- Customer attraction and retention.
- Turning customers to advocates.
- Formalising and instituting customer service performance standards.