Training On Managing Customer For Competitive Advantage

  • Overview

INTRODUCTION

The key to any successful business is having the capacity to attract, keep, and satisfy customers. Many businesses are adept at using marketing to attract and close new customers. Fewer yet know how to cultivate their patrons' loyalty and keep them coming back repeatedly.

You will discover how to locate and employ the appropriate facts to comprehend what your clients want and what will pleasure them in this fast-paced training session in Kenya. When you understand what inspires loyalty, the secret to success is to carefully deliver what people want while keeping an eye out for any shifts in their wants and expectations. The most effective form of promotion, word-of-mouth, will be used to expand and nurture your customer base as you master cutting-edge tools and methods..

 COURSE OBJECTIVES

By the end of the course, participants should be able to:

  • Assess and review your value proposition for each core customer segment.
  • Create a customer research program to identify the key factors.
  • Recognize the value of customer relationship management systems.
  • Critically examine the customer acquisition and retention strategies of leading organizations as benchmarks for success.
  • Share pertinent data to build a single customer view with colleagues
  • Evaluate consumer input to fine-tune your systems
  • Align customer service techniques and deliver consistency

DURATION

5 Days

WHO SHOULD ATTEND

  • Anyone who is responsible for or significantly contributes to the development and implementation of customer relationships.
  • Marketing executives and managers who are interested in customer retention and word-of-mouth marketing.
  •  Managers and supervisors who want to improve customer relationships.
  •  Customer service professionals.

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
  • Customer management strategies of world-leading organisations
  • 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?
  • Continuous monitoring and research to constantly refresh your approach

Day Three: Customer Relationship Management

  • Listen and deliver on customer needs
  • Re-evaluate and realign the customer experience in line with demand
  • Finding your ‘touch points’ or ‘moments of truth’
  • Managing your ‘touch points’ 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

Day Four: Measuring and Monitoring Customer Satisfaction

  • Why is measuring customer satisfaction important?
  • Using customer complaints and feedback
  • CRM software and personalization
  • Using 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
  • Practical exercise: Customer service quality control checklist
  • 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?
  • What is your Action Plan?
  • Course review and feedback

GENERAL NOTES

  • Our seasoned instructors, who have years of experience as seasoned professionals in their respective fields of work, will be teaching this course. A combination of practical exercises, theory, group projects, and case studies are used to teach the course.
  • The participants receive training manuals and supplementary reading materials.
  • Participants who complete this course successfully will receive a certificate.
  • We can also create a course specifically for your organization to match your needs. To learn more, get in touch with us at training@dealsontrainers.org.
  • The training will take place at DEALSON TRAINERS IN NAIROBI, KENYA in Nairobi, Kenya.
  • The training fee includes lunch, course materials, and lodging for the training session. Upon request, we may arrange for our participants' lodging and transportation to the airport.
  • Payment must be made to our bank account before the training begins, and documentation of payment should be emailed to training@dealsontrainers.org

Course Schedule:
Dates Duration Fees Location Action