Effective Customer Service

Whichever service sector or industry you work in, market competition is fiercer than it has ever been and customer loyalty is at an all time low.

Retaining and maintaining your existing customer base is essential to the growth of any organisation.

Some of the elements this course includes, are:

• Customer Value
  What is the true value of a customer? Understanding the lifetime value of each customer is quite often the first step to delivering the highest levels of customer service.
• Customer Retention Versus New Customer Wins
  How much does it cost to retain and develop a customer? How much does it cost to win a new customer? The value of effective customer service to your organisation can very quickly become apparent.
• Customer Relationship Development
  How do you define your relationships with your customers? What makes them look elsewhere for the products or services that you supply? More importantly, what will make them stay with you?
• Making a CRM (Customer Relationship Management) System Work For You
  Who runs your customer relationship program - you or a CRM system? It is important to make your CRM system work for you, not the other way round.
• The Customer Development Ladder
  What is the purpose of developing your customer base? What developmental stages have you put in place? By clearly defining goals for customer development, not only will you improve retention and increase profit and turnover, but your customers could even end up working for you!

This course can be delivered as a one-day module or a two-day course and is suitable for both telephone customer care staff as well as face to face customer service.

Training grants of up to £10,500 may be available for this course. Contact Us for more information.

For more details on all the courses offered by Amber Development and how they can impact your organisation please Contact Us.