Jakarta International Customer Service Institute (JICSI)

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Master Guide Customer Service 2025

Topic Training :

Customer Retention and Loyalty

Program ini membekali Anda untuk mengasah keterampilan mendengarkan kebutuhan pelanggan, apa yang pelanggan butuhkan dan bagaimana mengatasi masalah pelanggan, sehingga meningkatkan indeks kepuasan pelanggan. Program ini meningkatkan keterampilan Anda dan bekerja lebih keras untuk melayani pelanggan.

Setelah berhasil menyelesaikan Program Pelatihan Customer Retention and Loyalty, peserta diharapkan  akan mampu :

  • Memahami pelanggan dengan pendekatan yang berfokus pada pelanggan
  • Menyadari pentingnya layanan pelanggan dan nilai-nilai yang dibutuhkan untuk melayani pelanggan
  • Menjadi pendengar yang proaktif, menerapkan keterampilan mendengarkan dan berempati dengan pelanggan
  • Berinteraksi dengan pelanggan dengan menggunakan keterampilan komunikasi yang efektif
  • Mengajukan pertanyaan menggunakan Model Bertanya
  • Memahami harapan pelanggan dan berupaya untuk melampaui harapan pelanggan
  • Melatih bahasa tubuh dan gestur pelanggan untuk menunjukkan pendekatan profesional
Module 1 : Know and understand your customer
  • Know your customer
  • Understand the requirement of the customer
  • Set the foundation of customer service principles
  • Learn the Pillars of customer service
  • Create a professional approach towards the customer to define the experience
Module 2 : Measuring Loyalty
  • Understanding customer expectations
  • Create a successful interaction with the customer
  • Use conversational language to your advantage
  • Building consistent customer focus
  • Professional customer interaction
  • Identify your potential growth areas
Module 3 : Using the Data
  • Take the first step towards creating the vision and setting goals
  • How to create strategic S.M.A.R.T goals?
  • Self-assessment in customer-facing skills
  • Set goals and benchmarks for yourself
  • Achieving Goals – The Bridge Model
Module 4 : Understand why customers don’t stay
  • Create empathy with the customer and work towards
  • listening skills
  • The crucial role of active listening
  • Understand the different levels of listening
  • The components of good listening
  • Conflict Management – The Best Approach
Module 5 : Segment the Customer Base
  • Create importance of Communication as a two-way medium
  • Work towards building the skill for communicating effectively
  • Types of Communication
  • The advantages of communication
  • Filters to Communication
  • Barriers to communication and working towards overcoming them
Module 6 : Listen to their requirements and what will make them happy
  • Importance of non-verbal communication
  • Learn the right body language to interact with customers
  • Create a positive first impression
  • Create positive energy when interacting
  • Learn the use of the right gestures, actions, and styles of body language
Module 7 : Creating Customer Loyalty – 1
  • Understand your customer’s needs
  • The 3 Main Types of Customers
  • Enhance the Customer Service Experience
  • How can you customise your interaction?
  • Systematic Probing and Creative Questioning
  • Recognize the different customer behaviours
Module 8 : Creating Customer Loyalty – 2
  • Build a model for customer loyalty
  • Tips to ensure customer delight
  • Build Customer Loyalty Schemes