Department:

Department of Executive Management

Programme Name:

Marketing, Sales, Customer Service Solutions

Programme Description

When your customers are satisfied, it simply means you have met their service and performance expectations. It\'s like earning a \'C\' on your report card. Your performance is average - not worse than expected, but not better either. Therefore if you want to be recognized as an outstanding provider of customer service, you have to consistently exceed the expectations of your customers, not just meet it. This is how your organisation can build customer loyalty, which is much more important than customer satisfaction. Satisfied customers aren\'t angry or upset with you, but they still may choose to do business with your competitors. Loyal customers, on the other hand, are those who choose to keep coming back to you, and choose not to purchase from your competitors. Customer loyalty is based on the relationship between your organisation and its customers. organisations that are recognized as exceptional providers of customer service are the ones that have incorporated customer-focused behaviours into their daily operations. You can do this at your organisation. This programme will assist you to implement proper customer focused strategies and tools. 

Course Learnings

Customer Loyalty & its benefits, Key processes for being customer focused, Fundamentals of effective customer feedback, Customer surveys, Training to drive customer focus, Handling customer complaints

Level

Certificate

Notes

Fees