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Course Code: SMCS 107
1326 Course Visits
Customer Happiness: satisfaction, loyalty and complain management
Course Sector:
Sales, Marketing and Customer Service
Course Dates and Locations
Choose a date and location to book your seat
No.
Date
Days
Location
Fees
Enrollment
01
5 Days
Dubai, UAE $4,250
02
5 Days
Abu Dhabi, UAE $4,250
Introduction
Training course introducion / brief
Many businesses focus on reaching out to new customers. While it is
essential, the most crucial component for long-term success is keeping
customers happy. Happy customers are the ones who are loyal to your
business for a long time to come. Organizations should not assume they
know what the customer wants. Instead, they can use tools where they can
gain detailed insights as to what their customers want and better
tailor their services or products to meet or exceed customer
expectations.
customer happiness
This training course is designed to provide participants
with the relevant concepts, strategies and techniques in managing
customer happiness, meeting their expectations and measuring
satisfaction and loyalty. This course will delve into various topics
such as skills needed to deliver excellent service, developing customer
experience, importance of customers, customer experience strategies and
innovations.
Course Objectives
At the end of the training course, participants will be able to
- Gain a comprehensive understanding of the importance of customers, customer satisfaction and loyalty, and managing customers’ expectations.
- Learn the importance of service language in communicating with stakeholders
- Identify the techniques and practices of managing customer expectations
- Discover ways to provide efficient and effective services to increase customer happiness
- Recognize early signs of unsatisfied customers and how to react effectively
- Learn how innovation and creativity leads to customer happiness
- Design an effective Customer Experience Program
Course Audience
Who is this course for, and can benefit the most
- Sales Executives
- Business Development Executives
- Sales / Marketing Managers
- Account Managers / Relationship Managers
- Sales Directors
- Teachers / Trainers
- Leaders
- Students
- Head of Department
- Art Directors
- HR professional
- Career shifters
- Business Owners / Entrepreneurs
- Social Media Specialist
- SEO Specialist
- Customer Service Officers
Course Outline
The course aims and learning outcomes
Introduction to Customer Happiness
- Key definitions
- Customer happiness, retention, loyalty and satisfaction
- Levels of loyalty
- Customer satisfaction and loyalty
- Who are your customers and the importance of customers?
- Customer happiness vs customer service
- Importance of internal and external customers
- How to think in a customer-centric way
- Basic Quality concepts
- What is it that Customers want?
- How to foster loyalty
- The 6 Ps of customer loyalty
- The two-tier approach
- The laws of customer loyalty
- Measuring loyalty
Managing Customer Expectations
- Setting customer expectations
- Changing internal perceptions
- Getting closer to customers, understanding value
- Understanding customer needs and expectations
- Commitment starts at the top of the organization
- Signs of unsatisfied customers and how to deal with the issue
- Exceeding customer expectations every time
- Determining how to exceed expectations
- It’s the little things that matter – increased satisfaction at minimal cost
- Asking for feedback on performance
- Ongoing evaluation of effectiveness to ensure satisfaction
- Maximize the value you deliver
- Understanding different customer styles
Skills to Deliver Excellent Customer Service
- Service Language – communicating with our customers
- Identify Listening Styles for you and your customer
- Building Rapport
- Influencing skills
- Persuasion techniques
- Dealing with Difficult Customers
- Understanding Customer Behaviours
- Understanding where Anger comes from
- Developing Emotional Intelligence
- Constructs of customer experience: cognitive, affective, behavioural
- Types of customer experience
- Customer experience index
- Customer experience as part of customer centricity
- Designing customer experience
Customer Experience Strategy
- Understanding your customers
- Developing customer vision
- Developing customer feedback channels
- Developing emotional association with customers
- Differentiating between customer service and customer experience
- Use of analytics: Net promoter score
Role of Innovation in Customer Experience
- Use of customer experience software
- Marketing automation
- Value co-creation
- Innovation in customer loyalty programs
- Tools and technologies: web analytics, A/B testing etc.
- Well-Defined Customer Complaint Policy
- Standardized Complaints Management Process
- Assigning Responsibilities
- Training
and Development: Training and development needs should be carefully
analyzed and evaluated to ensure that the complaints management team
responds to customer feedback, complaints, and queries with the most
suitable and relevant solution.
- Tracking and Reporting: analysis and review process to understand whether the processes you have established are working well.
Providers and Associations
Providing the best training services and benefits to our valued clients
Boost certificate of completion
BOOST's Professional Attendance Certificate “BPAC” is always given to the delegates after completing the training course, and depends on their attendance of the program at a rate of no less than 80%, besides their active participation and engagement during the program sessions.
ENDORSED EDUCATION PROVIDER
Flexible deadlines
Customized dates accordance to your schedule
Shareable Certificate
Earn certificate upon completion
COURSE METHODOLOGY
Our Training programs are implemented by combining the participants' academic knowledge and practical practice (30% theoretical / 70% practical activities).
At The end of the training program, Participants are involved in practical workshop to show their skills in applying what they were trained for. A detailed report is submitted to each participant and the training department in the organization on the results of the participant's performance and the return on training. Our programs focus on exercises, case studies, and individual and group presentations.
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