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Customer Service & Retention Training Course

INTRODUCTION

All businesses, whether they operate face-to-face, over the phone or by e-mail, should strive to give their customers the best experience they can in order to maintain relationships, status and success. The average business loses around 20% of its customers annually, simply by failing to attend to customer relationships. The cost is staggering, but few businesses truly understand the implications. Customer retention also is on the minds of small and medium-sized businesses across the world. With rising customer acquisition costs, businesses need to innovate and assume a proactive role in retaining clients.

This course aims to provide those who work in the customer service industry with the information and skills needed to go above and beyond with the customer service that they provide. Participants will learn how to plan, develop, execute and assess a profitable customer retention strategy with an optimum blend of online & offline marketing and customer service.

DURATION

5 Days

WHO SHOULD ATTEND?

This Customer Service & Retention Training Course is suitable for anyone working in a customer service/retention role, at all levels of employment, who wishes to promote repeat businesses, referrals and improve on their service skills. This includes all employees who deal directly with customers face-to-face, over the telephone or by e-mail. Examples of professions who may find this course useful include, but are not limited to:

  • Receptionists and front-of-house staff.
  • Call Centre workers.
  • Online support staff.
  • Front-line sales and customer service staff.
  • Trade and self-employed workers (builders, plumbers, cleaners etc.)

LEARNING OBJECTIVES

The course will assist participants to:

  • Understand the importance and benefits of having excellent customer service skills.
  • Understand how body language and listening play an essential role in providing good customer service.
  • Be able to adapt their communication to the customer and their needs.
  • Know how to remain professional when providing customer service both in person and over the phone.
  • Understand how to deal with complaints effectively and safely.
  • Understand the importance and relevance of social media.
  • Know how to evaluate customer service through feedback and staff training.
  • Understand how to use analytical methods to evaluate customer retention and loyalty.
  • Get ready to plan and target a customer contact strategy, pinpointing the ideal mix of online and offline communications and services.
  • Have a plan to implement and measure a profitable customer retention strategy.

TOPICS TO BE COVERED

  • Introduction to customer service and retention.
  • Understanding your Customer.
  • Body Language and Listening.
  • Communication.
  • Dealing With Complaints.
  • Evaluating Customer Service
  • Measuring customer Loyalty.
  • Planning customer contact strategy.
  • Customer retention.

METHODOLOGY

The instructor led trainings are delivered using a blended learning approach and comprises of presentations, guided sessions of practical exercise, web based tutorials and group work. Our facilitators are seasoned industry experts with years of experience, working as professional and trainers in these fields.

All facilitation and course materials will be offered in English. The participants should be reasonably proficient in English.

ACCREDITATION

Upon successful completion of this training, participants will be issued with an Indepth Research Services (IRES) certificate.

TRAINING VENUE

The training is residential and will be held at IRES training Centre. The course fee covers the course tuition, training materials, two break refreshments, lunch, and study visits.

All participants will additionally cater for their, travel expenses, visa application, insurance, and other personal expenses.

ACCOMMODATION

Accommodation is arranged upon request. For reservations contact the Training Officer.

Email:This email address is being protected from spambots. You need JavaScript enabled to view it..  

Mob: +254 715 077 817

Tel: 020 211 3814

TAILOR- MADE

This training can also be customized for your institution upon request to a minimum of 4 participants. You can have it delivered in our training center or at a convenient location.

For further inquiries, please contact us on Tel: +254 715 077 817, +254 (020) 211 3814 or mail This email address is being protected from spambots. You need JavaScript enabled to view it.

 PAYMENT

Payment should be transferred to IRES account through bank on or before C.O.B 7th October 2019.

Send proof of payment to This email address is being protected from spambots. You need JavaScript enabled to view it.

CANCELLATION POLICY

Payment for the all courses includes a registration fee, which is non-refundable, and equals 15% of the total sum of the course fee.

  1. Participants may cancel attendance 14 days or more prior to the training commencement date.
  2. No refunds will be made 14 days or less to the training commencement date. However, participants who are unable to attend may opt to attend a similar training at a later date, or send a substitute participant provided the participation criteria have been met.

Please Note: The program content shown here is for guidance purposes only. Our continuous course improvement process may lead to changes in topics and course structure.

Event Properties

Event Duration 5 Days
Event Date 14-10-2019
Event End Date 18-10-2019
Cut off date 07-10-2019
Individual Price(Kenyan) KES 69,000
Individual Price (International) EUR 790
Individual Price(International in Dollars) USD 920
Location Nairobi, Kenya
We are no longer accepting registration for this event
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