Building and Retaining Customer Relationships
JSB, JSB Training and Development, Hemsley Fraser, 2-day, course, event, seminar, workshop, training, one-day course, customer complaints, manage customers expectations, develop relationships, long lasting, loyal, satisfy their complaint, retain their custom, secure testimonials, customer service process, improve performance, managing customers’ expectations, skills and techniques, build customer relationships, customer relationships, lasting loyalty, value to your customer, customer-focused culture, retain your customers’ custom, communicate, Why customers complain, customer-focused culture, complaint handling, Customer relationship management
In association with  | |
| 1-day course | |
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London - 17 Apr 2009, 9 Jun 2009 10 Dec 2008 |
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| London | £529 + VAT |
In brief:
This one day course will enable you to understand the root cause of customer complaints, manage customers expectations of you and your organisation and develop relationships that become long lasting. This course helps you examine the root cause of customer complaints and what words and actions are required to ensure that your customers stay loyal to your organisation’s goods, products and services. By examining the process, you understand how to satisfy their complaint, retain their custom for the future and secure testimonials like “You’ll never believe what they did to put it right!” You will take away a process mapping template to use with your teams to improve your customer service process.
Designed for:
This course will help improve performance when managing customers’ expectations, especially when things go wrong for the customer. It will show skills and techniques to use and a robust process to put in place to build customer relationships that lead to lasting loyalty.
Training highlights:
- Analyse your customer service process and improve its value to your customer
- Use a variety of techniques to develop a customer-focused culture
- Apply an effective approach to handling difficult situations and people in an effective and professional manner
- Understand how to say ‘no’ but still retain your customers’ custom
- Increase the credibility of how you communicate with your customers
Read more about what this course covers
This event is CPD accredited.
