CUSTOMER EXPERIENCE MANAGEMENT (CEM)

Course Introduction: #

A company cannot outgrow its competitors unless it can out-innovate them because innovation is the fuel for growth.

Most businesses spend more time, money and energy trying to source for new customers than they spend retaining their existing customers. You save time, energy and money to keep current customers happy than what you spend recruiting new ones. Loyal and happy customers stick to you and also tell people about your business through word of mouth recommendations.

This practical course is tailored for delegates who want to take customer service to the next level by delivering the best service possible to their customers. The course is geared towards giving delegates the necessary skills to build and manage customers’ relationships and loyalty in their work place. It will also give them the necessary skills to react calmly and positively with difficult customers.

The Course Will Cover: #

• Reviewing the quality of your current customer service
• Customer service – best practice
• Using listening skills to address customers’ needs
• Developing a reputation for speed and dependability for everything without sacrificing quality
• Creating the right attitude and skills essential for delivering an excellent and memorable customer experience, to gain, maintain and grow existing relationship
• Managing difficult and demanding customers
• Meeting and exceeding Customers’ expectations
• Creating a Customer Centric Organisation
• Building and Managing customer relationships/loyalty
• Creating a positive memorable service experience
• Negotiating to gain a win/win outcome
• Ethics and Professional Standards
• Developing an effective Customer service strategy
• Monitoring and evaluating progress
• Aligning Communications strategy with business objectives
• Dealing with a variety of difficult situations using effective communication, assertive techniques and understanding of management applications
• Different Communications channels and their effect
• Managing Company’s Reputation through Customers’ experience
• Time Management

Course Information: #

Course Fee: ‎£3,600/$4,500 + VAT #