Profile
This course is designed for participants to identify customer related issues based on the feedback and information collected from various channels. Participants will learn the basic tools to analyse the data collected to innovate and adopt the appropriate service styles to suit the profile and expectations of their target market thereby ensuring the retention of customers through enhanced service quality. The areas covered include
- Align service styles, decision processes, and touch points in the service sequence to the profiles, expectations and perceptions of customers
- Distinguish and strategize between "hard" and "soft" service skills
- Suggest different approaches of retaining customers
- Identify the various methods of collecting and analysing customer data and feedback for designing appropriate customer engagement strategies.
What You'll Learn
By the end of the course, participants will be able to:
Understand the profiles, expectations and perceptions of customers and adapt service styles at the various touch points in the service cycle
Distinguish and strategize between "hard" and "soft" service skills
Suggest different approaches to retaining customers
Identify the various methods of collecting customer information and feedback for appropriate and legally permitted uses