VENUE: Nairobi

BACKGROUND

In a competitive environment, acquiring a new customer is costly than retaining an existing one. With competition becoming intense, customer loyalty has assumed utmost importance. With this objective of increasing of customer loyalty, the role played by the personnel of the organization is critical. It is therefore, imperative to manage the relationships with the people within the organization who, in turn, will play a critical role in building strong relationship with the external customers and help build their loyalty.

COURSE OBJECTIVES

• To provide Competitive advantage one needs to survive in a tough and increasingly uncertain business climate
• To provide skills that communicate professionalism, gain respect and enhance customer relationships
• Understand the current market environment and its implications
• Understand importance in customer loyalty retention.
• Effect customer education and involvement
• Do things differently with intent to customer retention

COURSE CONTENT

• Service differentiation as a business philosophy
• Thinking differently
• Basic concepts of Service Quality Management
• Benchmarking of services
• Customer Retention
• Challenges in Customer Service
• Customer Orientation in the Insurance Industry
• Reputation Management
• Managing Customer Complaints and dissatisfaction – grievance redressal
• Business Ethics, Time and Stress Management
• Customer Care Soft Skills
• Communication Skills in Customer Service
• Case Studies and Group Work 

TARGET GROUP

• Staff in Claims, Underwriting and Finance involved in Customer Service
• Officers in the cadre of Administrative Officers and Assistants
• Customer Service Personnel
• Front Officer Staff

Cost: 25,000.00

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How to apply

All candidates must follow the application steps where they provide their details and select units. An invoice will be sent to the email address of the applicant with payment instructions.

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