Developing Customer Loyalty


Knowing who your customers are and where your customers come from is your first step to building customer loyalty. Understanding their needs, wants and expectations gives you the opportunity to have your business grow. This is a self directed learning course run on Catapult, you will be given access to log in details to access your account where you will have access to your course material and resources.

Westfield Penrith on Monday

Beginning 14/9/2020 from 9:30:00 to 11:30:00

for 4 weeks


Topics Covered include:

Identifying customers Internal and external customers Customer Supply Chain Customer Focus Understanding the market Communication Needs, wants and expectations Bundling Build relationships Develop customer service strategies Moments of Truth Staff Lost sales Perceptions of value Benefit purchasing Relationship value Generating loyalty Quality considerations and consistency Difficult customers New customers vs repeat business Complaints management Record keeping Customer feedback and other data Reviewing client satisfaction with service delivery Collecting feedback Gaining loyalty

Course Outcome

At the completion of this course the student will have gained on overview of how to develop customer loyalty.

On the first session bring

Computer and Internet access

Items to be purchased during the course

Special Issues To Note

NCC Code: 81TURM320



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