UP Your Service (Increasing Customer Loyalty)

Course details

INTRODUCTION

UP! Your Service : Increasing Customer LoyaltyTM helps organizations to upgrade service and build a superior service culture. This exciting course will help learners to move their customers UP the Loyalty Ladder; bounce back UP when things go wrong; manage customers’ expectations; and keep oneself cool, calm and connected, even when faced with difficult service situations.

This course is conducted by Capelle Academy (CET)

OBJECTIVES

At the end of the program, participants should be able to:

Program 301

• 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

Program 302

• Discover why fixing problems is not enough when things go wrong
• Recognize the three key steps you must take to earn higher levels of loyalty

Program 303

• 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!)

Program 304

• Learn how to ‘under promise and over deliver’ (and when not to do it!)
• How to build goodwill by making and keeping service promises
• Understand the added value of clear service promises

METHODOLOGY

• The contents are delivered through:
• Video lessons and examples
• Team exercises
• Group discussions
• Role plays
• Learning quizzes
• Personal action planning
• Team action planning

WHO SHOULD ATTEND

Managers, Supervisors, Service Champions