How to Build Customer Loyalty

Course details

To be successful and profitable, any business must keep satisfying their customers so that they keep coming back to do business. Loyal customers are the core of every business. The objective of this online customer loyalty and retention training course is to help customer service representatives understand the importance of customer loyalty and discover ways that they can promote it. At the end of this course trainees will be able to recognize the value of loyal customers, understand how to build and maintain loyalty, identify and meet customer expectations, and provide superior service that generates loyalty.

Who should attend

Heads, Senior Level Managers, team leaders and supervisors from any industry responsible for Strategic Program Management, Continuous Improvement and Innovation, Business Excellence, Front Line operations, Customer facing functions such as Operations, Customer Service and Sales, Customer Service Manager and Supervisor, Customer Contact Manager and Supervisor, Operational Line manager and Supervisor.

Learning Outcomes

• Definition and Background of Customer Loyalty
• Importance of Customer Loyalty
• Develop knowledge on an organisation's product or service offerings and customer profile
• Establish customer rapport to build customer confidence in accordance with organisational guidelines.
• Provide post-sales follow up in accordance with organisational guidelines
• Respond to service opportunities
• Escalate service challenges to reinforce customer's confidence in the organisation
• Building a sustainable customer centric culture
• What are the Success Criteria