In-house training:
Customer recovery (2 days)
Seminar objective:
Due to market and behavioral changes of customers as well as increasing competitive pressure, the occupation with customer recovery methods has become a worthwhile alternative to other sales objectives. The participants (m/f/d) learn in the training to recognize customer churn at an early stage, ideally to avoid it at an early stage, and practice possibilities to conduct win-back discussions with customers.
Typical topics and questions:
- Reasons for customer recovery
- Typical segments in the customer base and their development
- Customer recovery vs. acquisition of new customers
- Prevention instead of recovery
- Phase model of customer withdrawal
- customer churn warning
- Correct complaint handling
- Complaints are communication offers
- Questionability of complaint rates
- Accepting complaints correctly
- Tips and tricks for complaint discussions
- No-Gos in the complaint
- Speed factor of successful complaint processing
- Customer Psychology
- Psychological patterns behind customer loyalty
- Psychological patterns behind customer flight
- Type-based migration behaviour
- Customer recovery process
- Search for inactive customers
- Cause analysis
- The problem of winning back customers in sales
- Tips for the recovery discussion
- Winning back customers as an attitude
Training methods:
- Theory input
- Exercises
- Group discussions
- Case studies