Acquiring a new customer costs up to five times more than retaining an existing one. Retention requires more than great products; it demands excellent customer service and added value to stand out from competitors. Satisfied customers often share their positive experiences, helping grow your customer base for free, while negative experiences can damage your reputation.

To retain customers, continuously improve customer service, handle feedback effectively, and create user-friendly, automated systems. A strong retention strategy includes enhancing your platform or offering rewards for frequent users. Aligning all business departments with your service strategy ensures long-term success and profitability.

Upon completion of this course, participants will be able to:

Gain buy-in from stakeholders for your strategic growth strategy.
Understand customer segmentation and discover what your types of customers want.
Delve into your customer journey to address pain points.
Understand how to address dissatisfaction to come out with a positive outcome.
Develop key performance indicators around your customer retention.
Create a rewards strategy for returning customers.
Monitor your customer retention levels and make changes to support areas for development.
Train all employees on the importance of good customer service, no matter which department they fall under.

This course is designed for anyone responsible for improving customer service or customer journey to aid retention in any business. It would be most beneficial for:

Business Owners
Executives
Operations Managers
Customer Service Managers
team Leaders
Supervisors
Project Planners
Change Managers
Frontline Customer Care Employees
Quality Officers

This course uses various adult learning methods to aid full comprehension and understanding. Participants will view real-world retention strategies from successful businesses and participate in group learning exercises to create journey maps for specific types of customers.
The groups will take part in developing an innovative retention or rewards scheme tailored to a specific brief and conduct presentations regarding how this scheme should be rolled out to stakeholders and customers to obtain the best reaction.

Day 5 of each course is reserved for a Q&A session, which may occur off-site. For 10-day courses, this also applies to day 10

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Course Content

Section 1: Managing Client & Customer Expectations

Understanding the ‘customer is always right’ philosophy.
Training from the top down to encourage customer focus.
The cost of retention and building your business.
Creating a customer-focused culture.
Your client management model and adjustments.
What is your customer base, and what are the next steps you are aiming for?

Section 2: Addressing Your Customer Retention Strategy

How do your customers find you?
What attracts your customers to your service?
Why do customers leave?
Your customer journey map.
Identifying pain points.
Your next necessary steps.
Creating a product that requires repeat business.

Section 3: Influencing & Negotiation

The rule of reciprocity.
Your commitment to consistent service.
Developing brand loyalty.
The power of customer satisfaction and reviews.
Reaching out for feedback.
Establishing authority in the market.
Your ethics and values as a business.

Section 4: Using Powerful Communication Strategies

Your communication methods.
Automating your experience.
The limitations of service and looking at alternative solutions.
Risk assessments on face-to-face communication.
Accessibility requirements and the Equality Act 2010.
Translation services and cross-cultural understanding.
Social media usage - what works and what doesn’t?

Section 5: Developing A Rewards Platform

Prize-based buying.
Collecting coins for money off.
Customer referral schemes.
Understanding your customer requirements.
Customer retention that matches your brand.

Section 6: Constant Reviewing & Aiming for Continuous Improvement

Continuous improvement based on assessment and review.
Your KPIs against scorecards.
Setting SMART targets across the business.
Audit trails to evidence improvement.
Customer satisfaction surveys.
Quantitative and qualitative results.
Moving into the future of service.

Certificate Details

عند إتمام هذه الدورة التدريبية بنجاح، سيحصل المشاركون على شهادة إتمام التدريب من Holistique Training. وبالنسبة للذين يحضرون ويكملون الدورة التدريبية عبر الإنترنت، سيتم تزويدهم بشهادة إلكترونية (e-Certificate) من Holistique Training.

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يتم منح نقاط التطوير المهني المستمر (CPD) لهذه الدورة من خلال شهاداتنا، وستظهر هذه النقاط على شهادة إتمام التدريب من Holistique Training. ووفقًا لمعايير خدمة اعتماد CPD، يتم منح نقطة CPD واحدة عن كل ساعة حضور في الدورة. ويمكن المطالبة بحد أقصى قدره 50 نقطة CPD لأي دورة واحدة نقدمها حاليًا.