UP Your Service! College^® NEW!

COURSE 300 - INCREASING CUSTOMER LOYALTY

What’s in it for my organization?

Increasing Customer Loyalty teaches how to increase customer loyalty in different situations including how to recover when things go wrong, how to handle angry customers and how to effectively manage customer expectations. The course is as useful for those working with internal service partners as for those serving external customers. By the end of the course, participants will be able to:
• Learn how to move customers up the loyalty ladder
• Discover how angry customers can damage any organization
• Appreciate the value of loyal customers and colleagues
• Understand the value of customer complaints
• Discover why fixing problems is not enough when things go wrong
• Recognize the three steps you must take to earn higher levels of loyalty
• Discover the benefits of customer complainers and complaints
• Learn how to stay cool, calm and connected with upset customers
• How to make a 'wrong' customer feel 'right' (without making your organization wrong!)
• Learn when and how to "under promise and over deliver"
• Understand how to build goodwill by making and keeping a service promise
• Experience the value of making clear service promises

What will I experience?

Program 301 Up the Loyalty Ladder: What is customer loyalty?
• The five steps on the loyalty ladder
• The power of first and last impressions
• Understand the high cost of disloyalty
• Appreciate the high value of loyal customers, staff and partners
• Calculate the lifetime value of loyal customers

Program 302 Superior Service Recovery: How to bounce UP when things go wrong
• Identify the three key steps in effective service recovery
• Learn how to bounce back UP to higher levels of loyalty than ever before
• How to turn angry complaints into sincere compliments

Program 303 Handling Difficult Situations: What to do when your customer is really upset!
• How complaints help organizations improve and grow
• Three ways to stay calm when serving angry people
• Key steps to serving customers who exaggerate and make mistakes

Program 304 Managing Customer Expectations: Winning from the beginning
• A proven tactic for managing customer expectations
• A long-term strategy to earn goodwill with customers and colleagues
• Eliminating confusion with clear service promises - promises you can keep

Who will benefit from this learning experience?
- Managers, Supervisors and Service Champions*

Duration
2 day session
(16 training hours)

Course Fees
$370* per pax (Pending SDF and SRP support)
*Price is subject to prevailing GST

Course Dates
2008
• Sep 16-17 (Tue-Wed)
• Nov 13-14 (Thu-Fri)

Contact Person
Lilian / Serene
Tel: 6225-7811
Email: enquiries@oticonsulting.com

*Note: Limited to 10 pax per organization at each session

In-house training may be conducted for your organization, please contact above-mentioned.
A minimum of 20 pax is required for in-house training.

To register online for 2008 courses, click here.