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Dealing with Unprofitable Customers


The Right Way to Manage Unprofitable Customers

Every business encounters both profitable and unprofitable customers. However, not all businesses know the right way to manage unprofitable customers when they encounter them. For obvious reasons, identification of customers that are detrimental to your business is an important skill to master. But it’s not enough to simply pinpoint which customers are bringing you no value, or perhaps even costing you money. Instead, you need to know how to deal with them carefully, effectively and proactively. You need to know when and where to draw the line, when to take action and when to back down. In all instances, the worst course of action as far as unprofitable customers are concerned is to overlook them altogether.

This premium tutorial has been designed for business owners, managers and senior customer service personnel. Learn how to perform segmented customer value analysis, in order to accurately identify unprofitable customers. Explore a series of customer behaviour considerations, along with the right way to manage unprofitable customers that are costing your business money.



  • Identify unprofitable customers
  • Evaluate the customer’s behaviour, database and value analysis

Programme Content


  • Customer Behaviour and Customer Behaviour Database
  • Customer Value Analysis
  • Change Unprofitable Customers into Profitable Customers
  • Evaluating Your Customers’ Value, Segment by Segment
  • How to Differentiate the Service Offering to Your Top Ten Per Cent

Target Audience

  • Customers support staff
  • Any customer care workers pursuing CPD
  • Business owners, managers and supervisors
  • Team leaders and supervisors.
  • Telesales workers and operators
  • Candidates seeking to expand their career opportunities


This is a standalone course and assumes no prior knowledge.


  • Participants:8 - 400
  • Duration: 2 - 3 hours
  • Participation:Only collaborative

Key Benefits

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Course at QLS
Study Method Online
Course Duration 10 Hours
Start Date on going
Awarding Body BOLC
Full Fee:    £ 120

Discount:    £ 96

Pay Today:    £ 24

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