People Skills - Creating Competitive Advantage

Venue: Broomfield Hall
Hours: 7.00
Cost (£): 350.00

Course Overview

How can customer service be used to deliver competitive advantage? This course helps you answer key questions about the relationship between customer service and profitability.
 
Looking in particular at how you can achieve customer retention and long-term loyalty, we explore how your organisation can grow and prosper by adopting a more customer-focused outlook.

Course Content

• Porter’s generic strategies
• The loyalty ladder
• Service/profitability cycle
• The loyalty effect
• Customer lifetime value
• Bargaining power of customers
 
Benefits for the individual
 
• Understand the importance of customer retention
• Recognise the value of a customer
• Understand how to create customer loyalty
 
Benefits for the organisation 
 
• Improved returns on investment
• A more customer-focused outlook
• Customer service aligned with business strategy
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