PROGRAM : Winning Back Lost Customers

Back to Marketing & Sales Courses

INTRODUCTION

Did you know that most companies lose 10%-40% of their customers each year? Or a complaining customer can be much more valuable than a non complainer. Or recovered customers can be worth as much as 10 times more than new customers. It is alarming that most companies don’t know how to identify the high percentages of their customers who are at risk and may defect. Despite the headline, complaints management is serious business. Organizations spend huge budgets on compensation, without really learning why their customers are complaining or more importantly how their frontline staff is best equipped to retain their customers.

COURSE OBJECTIVES

This two (2) days course will provide participants with the skills and knowledge to handle difficult or angry customers. They will learn how customer measure service, the benefits of conducting ‘on-the –spot service recovery, the art of emphatic listening and why customer rage when they are not kept informed of any updates. We will look into how world class organizations strategize to keep their current customer and the effort to win back lost customers.

METHODOLOGY

Lectures, presentation, case studies, role plays

WHO SHOULD ATTEND

Targetted for Sales and Service personnel at all levels. Also suitable for managers and supervisors who have contact with customers directly or indirectly.