CRS-Q-0025908-SVCF
This course covers the knowledge and application skills to enhance customer loyalty. This involves the development of customer loyalty strategies, evaluating the impact of the strategies and recommending changes to service operations plans that may have an impact on customer loyalty.
Participants who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG).
- Develop strategies to improve customer loyalty
- Evaluate impact of customer loyalty strategies
- Recommend changes to service operations plan affecting customer loyalty
Develop strategies to improve customer loyalty
- Design and implement a customer loyalty strategy to increase customer satisfaction and retention through development of customer loyalty strategies
Evaluate impact of customer loyalty strategies
- Evaluate the impact of customer loyalty strategies with criteria such as revenue from repeat customers, level of customer satisfaction, customer compliments-complaints ratio, and sign-up rates for customer loyalty programmes
Recommend changes to service operations plan affecting customer loyalty
- Make changes to service operations plans by refining workflow processes and standard operating procedures, introducing measures to cater to high volume customer traffic, and ensuring team’s adherence to procedures for service delivery
Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.
This course is suitable for vice president, customer experience directors, regional directors, and marketing and communications directors.
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More Information
- (Local Institution) MDIS - Service Quality Centre
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