Customer service management / Customer care / Customer Relationship
What is this course ?
Customer service management is the orchestration of tasks between customers, customer service, and other teams to quickly resolve issues and requests. In other way, Customer relationship management (CRM) is a term that refers to practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers, assisting in customer retention and driving sales growth.
Course Contents
- Concept of customer service management
- Evolution of customer service management
- Understanding customer need and expectations
- Dealing with difficult customers
- Stepping into your customer's shoes
- Handling customers enquiries
- Creating lasting first impression
- Building and maintaining rapport
- Using positive language and tone of voice
- Active listening and taking notes
- Identifying challenging customer request and responding assertively
- Turning disappointment into delight
- Management of customer complaints
- Complain handling practices
- Building customer relationship
- Gaining commitments
- Trust and loyalty
- Customer care as competitive advantage
- Value add and exceed customer expectations
- Telephone techniques
- Being proactive
- Retain customer for long term
Who can participate ?
Following people can participate in this course
- Customer service related executives,
- Sales and marketing staffs, all managers,
- Business owners, head of departments, front desk officers, personal assistants,
- Human resource
department staffs, corporate planning executives