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Customer Service
Customer Retention
Handling Customers' Complaints

Customer Retention

(Going Beyond Customer Care)

Module 1 - The Good Team Player
This module sets the pace that for a company to brace itself for the hard times ahead, team players (not individualists) are necessary.

The five approaches to create a harmonious inter-departmental workplace before getting on the job of managing the external customers.

Module 2 - The Service Edge

The five service relationships

Workshop: To identify ways to beat the competitors to the game.

The commitment to serve

Module 3 - Developing a Relationship Building Plan
* Know and apply the various bonding techniques.
* Using the relationship-building form.

Module 4 - Offering Value-added Service

Why VAS is so badly needed these days to retain your customer.

The five conditions required to develop a VAS

[Samples of VAS will be highlighted]

Module 5 - Managing Service Breakdown

Understand the six steps to serve recovery

Understand the importance of customer retention

Case Study: British Airways, Famous Amos, SEA Insurance.

DURATION : 1 Day