Customer Retention Training:

When was the last time you received a level of service that was so exceptional that you felt compelled to put pen to paper and write a letter of thanks?

High retention of customers, or a low churn rate to use the technical phrase, leads to a deeper understanding of your customers business, the opportunity for you to add tangible value and to build a strong working relationship. This loyalty will of course help your business to be profitable through repeat business.

If you feel as if you’re letting revenue slip through your fingers due unnecessarily or experiencing clients migrating to your competitors, then you could very well be in need of our professional client support, relationship management and customer experience training.

Customer Retention Training Tailored Specifically for Your Needs

At Donovan Training Associates, we like to practice what we preach and we are very proud of the long-standing relationships we have with our customers. One of the key reasons why we have such a high client retention rate is because we design and facilitate customer retention training courses that are tailored to the individual needs of each client. Unlike pre-packaged courses, the insights and value we provide in our bespoke training are uniquely focused and specific to meet the needs of your company, your teams, and your target market.

How Our Customer Retention Training Works

Whether you are looking to implement a new client retention process or hone your existing customer retention skills, we can offer a learning solution that is relevant to your needs.

The process begins with a free no obligation consultation where we will identify your requirements, learn more about your culture and what success would look like if you invested in your customer retention skills. We will then prepare a bespoke proposal which we can then amend as appropriate to ensure we meet your specific requirements.

Many of our clients ask us to facilitate onsite or at a local venue of their choosing but if you prefer to come off site, we can offer facilities in our Oxfordshire offices which are designed to host workshops in a professional and comfortable environment.

Why You or Your People May Need Customer Retention Training

It is more cost effective and easier to retain existing customers than acquire new ones
Loyal customers are more likely to spread a positive word about you and your business
A deeper relationship helps you to understand the core needs of your customers
To identify potential pain points or specific areas where you can delight your customers
Personal and professional development

Customer Retention Training Course Outline: An Example

All our training is tailored specifically to you and considers the needs of your organisation and the needs of your people. Where possible, we endeavour to provide examples and scenarios which are relevant to your business and therefore, which your people can relate to.

However, we understand that when comparing learning providers, it is helpful to have a better understanding of their approach and what a typical customer retention workshop might look like, and so we have put together the following as an example which we hope you will find useful.

Course overview

Our customer retention training is typically a one-day session, designed and tailored to your needs. Depending on the number of learners, your location, and demands of the business, training can either be provided:

In-person
Face-to-face via online real-people video training broken down into bite size sessions

We also provide customised pre-prepared learning materials, including videos and interactive resources. These are useful for learners to utilise as reminders or to learn in their spare time.

Learning Objectives:

By the end of the training, participants will:

Have explored the journey of their existing and potential customers, from them having never heard of you to becoming a loyal advocate of your business
Have clarity on where in this journey it is easy to either disappoint the customer or delight them
Learn how to distinguish between partner relationships and supplier relationships
Leave with practical techniques to manage client relationships proactively and avoid complacency setting in
Take away tips to adapt our communication style according to the needs and preference of others
Have had the opportunity to practice the learning through bespoke case studies

Course Structure:

This example is based on a one-day customer retention training workshop. A typical customer retention workshop would involve us immersing ourselves in your current customer retention process prior to facilitation.

This ensures that the skills learned are practical and relate to participants individually as opposed to simply taking on generic theory.

Certification

If requested, we can offer certificates for our training.

Prerequisites

There are no prerequisites for this level of training course. It is suitable for anyone looking to improve their customer retention skills, regardless of their current level of expertise. However, if you have a large number of delegates, you may prefer to create cohorts based on department or staff seniority level so that attendees feel more comfortable being open with discussing pain-points and challenges.

Resources:

After the workshop, we will send out resources that are specific to the needs of the audience. Typical examples include links to podcasts, TED talks, books etc.

When suitable, we also embed relevant TED talks into the workbooks that we provide which are all in an interactive PDF format.

To find out more about our bespoke customer retention training, please call us on 01295 675506 for a free, no obligation consultation.

If you have any questions or would like an informal chat then please click below.

Make an enquiry

Case Study:

“This didn’t really feel like a workshop, more of an opportunity to take stock and see our business through a fresh pair of eyes. Everyone was involved and engaged throughout the day which flew by. Thank you for such an invaluable session”

Ben B, the manager of a team who invited us to facilitate a customer retention workshop in Warwickshire, UK.

We facilitated a customer retention workshop for an Organisation in the health sector. Refreshingly, this workshop was requested after a record-breaking year for our customer. They wanted to explore what they were doing well, how to learn from this without becoming complacent and put in measures to ensure longevity and consistency in best practice customer service.

The morning was spent mapping out the customer experience from the perspective of the customer. It was helpful that one individual was quite new to the business and it was agreed that seeing this process through the eyes of a customer was helpful.

It quickly became apparent that there were some potential sticky points after initial engagement with the customer, so the remainder of the session was spent looking at processes and procedures that could be included or amended to smooth this out.

Why Choose Donovan Training Associates?

We are MCIPD (Chartered Member of the Institute of Personnel and Development) Certified
All training is tailored to the specific needs of your organisation, ensuring you get the best ROI possible
We are passionate about making training enjoyable, rewarding and relatable so that your staff appreciate the investment you’ve made in them, and can see the benefit to them as an individual
Whilst we are based in Oxfordshire, we provide professional training to organisations both here in the UK, and overseas.

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