Research shows that institutions offering exceptional customer experience can exceed the gross margins of their competitors by more than 25% while at the same time making their employees happier and simplifying the end-to-end operations. In an era of stiff competition and increasingly informed, demanding clients - institutions are keen to differentiate themselves through exceptional customer service. This is adopted as a strategy to build long term customer loyalty in a bid to continuously capture a growing share of the clients’ wallet.

According to HBR, it is estimated that a mere jump of 5% in customer loyalty can boost profits by between 25-85%. Institutions must therefore seek to not only attract clients but to anticipate, meet and exceed their expectations in order to retain them as loyal customers. This is the basic premise of the Competing on Customer Service course.

Through this course SAM seeks to equip participants with the knowledge, skills and tools they need to build customer service as a core competency.

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