Workshop Objective:

The intent of this workshop is to assist Retention Officers understand the key priorities and essential skill sets for retaining customers.

Customer Retention Skills  Training Outcomes:

At the completion of this program, the participants will be able to:

  • Gain an in-depth understanding of the caller’s situation and the true reason for wanting to cancel their business relationship with the organisation
  • Appreciate the situation of “retention customers” from their point of view
  • Demonstrate the appropriate acknowledgement and empathy for the customer’s situation
  • Present as a provider who wishes to achieve a win-win for the customer and your organisation

No. of Sessions:

½ day session

Who should attend:

Customer Retention Officers; Customer
Relationship Officers; Customer Service Officers

Maximum number of participants:

12-14