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People Skills - Improving Customer LoyaltyApply Now »

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Level:

Location: Broomfield Hall

Years: 1

Weeks: 1

Hours: 7.00

Start: Roll On Roll Off - Contact Us

Days / Times: Contact Us

Tuition (£): 325.00*

Interview: N

Course Summary

This course aims to help you understand what is important to your customers and helps you identify key areas for improvement that will improve customer experience and ultimately create customer loyalty.  Focusing on internal factors such as strategy and alignment, it will provide you with the knowledge of what is needed to become a customer-focused organisation.

Entry requirements

This course is designed for customer service/experience managers and supervisors, senior managers/directors and anyone who has the responsibility and the authority to make changes within the organisation in order to improve the customer experience.

Course Content

  • Service as a strategy
  • Competitive advantage
  • Vision and values
  • Employee engagement
  • Experience mapping
  • Measuring customer loyalty

How will I be assessed?

Benefits for the individual

  • Understand why customer experience is key to success
  • Recognise the importance of organisational culture
  • Develop and implement an improvement plan
  • Effectively measure customer experience

Are there any additional costs or specialist equipment required?

Benefits for the organisation

  • Differentiate your organisation from competitors
  • Increase employee engagement
  • Produce better ROI/ROCE/EBIDAT
  • Create customer loyalty and advocacy

What can I do after this course?

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* Tuition - This figure is the fee to be paid if you are not entitled to any concessions.
*** Co-Tuition - This figure is the fee to be paid if you are entitled to any partial concessions.

This course is run at the Broomfield Hall Campus

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