Delivery: Online | Est. Length: 2 Seat Hours | Price: $205.00
Delivery: Online
Estimated Length: 2 seat hours
Price: $195
Course Overview
The NCTI Retaining Customers course is created specifically for the broadband industry, where competition is fierce and customer churn is costly. This course teaches cable professionals how to turn a negative interaction into a loyalty-building opportunity.
Technicians and support staff are often the last line of defense before a subscriber cancels. This curriculum equips them with advanced conflict resolution skills, utilizing the “Stop, Look, and Listen” technique to de-escalate tension. Students will master the PREFER and RESPECT acronyms—structured frameworks for handling irate customers, managing emotions with empathy, and pivoting the conversation toward a solution that keeps the customer connected.
Who Should Attend:
- retention Specialists
- Customer Service Representatives (CSRs)
- Field Technicians
- Dispatchers
What You Will Learn
Upon completion, students will be able to handle service cancellation requests with confidence, de-escalate angry subscribers, and use feedback to improve service quality.
Core Competencies:
- De-Escalation Techniques: Apply the “Stop, Look, and Listen” method to calm irate customers and identify the root cause of their frustration.
- Problem Resolution: Utilize the problem resolution steps identified in the acronym PREFER to structure the interaction productively.
- Retention Strategies: Execute specific tactics for handling service cancellation requests, focusing on solutions rather than just apologies.
- Empathy & Communication: Select alternative words and behaviors to manage emotions and express genuine appreciation for the customer’s business.
- The RESPECT Model: Explain and apply the principles of the RESPECT acronym to build rapport.
- Feedback Loop: Implement strategies to seek and act on customer feedback to prevent future issues.
Certification and Benefits
Reduce Churn and Boost CSAT
In a subscription business, retaining a customer is just as valuable as acquiring a new one. This course provides the soft skills necessary to protect that revenue.
Additional Benefits:
- Industry Recognition: Receive the NCTI Certificate of Graduation.
- Confidence: Give staff a script and a plan for handling the most difficult conversations they face.
- Flexible Learning: A concise 2-hour soft skills module available online for up to four months.
Course Outline
Module 1: Managing Customer Problems
- Using the “Stop, Look, and Listen” technique.
- Understanding basic problem resolution steps (PREFER).
Module 2: Responding to an Irate Customer
- De-escalation techniques for angry subscribers.
- Handling a service cancellation request effectively.
Module 3: Ensuring Customer Retention
- Appreciating the customer and building loyalty.
- Seeking feedback and improving service.