The Course Content
Day One: Customer Management at the Very Heart of your Business
Course overview and learning objectives
Customer acquisition and retention – measuring their impact on profitability
What is your value proposition for each segment? Does it work?
Assessing the needs of your key audiences – why does it matter?
Customer lifetime value – identifying key customers
Key accounts and developing a customer-centric organisation
Day Two: Developing a Data-Led Strategy
What do customers really want from your organisation?
Does the 'customer experience' match their needs and expectations
What do your competitors do better or differently than you do?
Shaping customer expectations - perception versus reality
Case studies: Companies that have turned around their businesses
'Going the extra mile' – what is it for your customers?
Day Three: Customer Relationship Management
Listen and deliver on customer needs
Managing the ‘Moments of Truth’ to enhance the ‘customer experience’
Leading and motivating others to deliver superior service levels
The Customer Loyalty Chain
Developing the processes that nurture customer brand loyalty
Using Social media to engage with customers
Day Four: Measuring and Monitoring Customer Satisfaction
Why is measuring customer satisfaction important?
Using customer complaints and feedback
Using CRM software and diagnostic tools to evaluate opportunities for performance improvement
Best practices for recording and monitoring customer service issues
Putting in place processes to resolve customer dissatisfaction
Strategies for working with difficult and demanding customers
Day Five: Excellence in Customer Management
The importance of attitude, teamwork, and professional development
Developing a customer service training program
Setting SMART performance goals
Coaching and mentoring strategies
Methods to empower and motivate customer service employees
Practical exercise: What is your Action Plan?