Customer Loyalty: Strategies & Measures
Details
Program Brief:
This training program is important for professionals at the work place, dealing with customer either; face to face or via-telephone.
It helps participants to succeed in delivering quality service, and to be counted as, quality manpower, as well. This will help organization to compete not only in delivering quality products, but also to compete with their quality manpower.
Who should attend?
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Customer contact staff; face-to-face
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Customer contact staff; via-telephone
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Sales staff
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Staff dealing directly with customers, either face to face or via-telephone
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Training group is not to exceed fifteen participants
Outline
Customer Care Professional Attitude
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Professional Customer Care Attitude Reflects your Customer Care Behavior
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Customer Care is a concept
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Customer Care counts actions not intentions
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Negative thinking Vs positive thinking
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Are you Aggressive, Submissive or Assertive Customer Care Staff
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Are you wearing Customer Care loser mask or winner mask
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Who is your customer today
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Major eight problems with your customer
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Major basic skills for professional customer interaction
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Cardinal sins at the work place
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Body language signals/body talks and body reveals
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Difference between customer care and customer service
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Difference between loyalty and satisfaction
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Customer loyalty ladder of success
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How to handle sticky situations at the work place professionally
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Customer care assessment sheet exercise to assess your customer care personal score
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21 ways to loyalty
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Why loyalty not satisfaction
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10 reasons for loyalty not satisfaction
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Unforgettable moments passage for loyalty
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How to exceed the mile
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Handling sticky situations in the customer care field
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How to handle subjects and problems tactfully
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How to be Phonogenic on Phone & Business Telephone Etiquette
- How to answer you company’s phone to reflect professionalism
- How to be prepared for a business call
- How to send and receive a business call
- Taking a professional message
- Recording a professional message
- Etiquette of a land phone of a mobile phone
- Speaker phone savvy
- Fine tune your voice tone, pitches and volume
- Body takes and body reveals via-telephone
Practical Learning for a Professional Career
Through a combination of academic rigour and professional expertise, PTC has earned an excellent reputation through its unique approach to the education and training of professionals.
In external professional body examinations, PTC Professional Education’s pass rates and excellent results are a testament to the sheer quality of our training and studies. PTC students often perform significantly higher than students elsewhere, and many go on to enjoy great success in their chosen profession.
At PTC it's never learning for learning's sake. It's practical, professionally geared learning that puts students ahead of the curve– now and in the future.
History
Progress was founded in 2005 at Dubai Knowledge Village, a cutting-edge institution in the UAE. At the time of its founding, PTC was one of the pioneers of running CIMA courses in the UAE.
In recent years, Progress has extended its reach to other professional courses such as CMA, CFA, Islamic Finance, PMP, Business Skills, and customized training courses for companies. PTC's ability to provide courses in both Arabic and English is evidence of PTC's cultural adaptability. ...
