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Course overview
What will I learn?
Requirements
- Laptop
Curriculum for this course
33 Lessons
00:00:00 Hours
Defining and appreciating the customer
3 Lessons
00:00:00 Hours
-
Defination of a Customer
.
-
Defination of Customer Service
.
-
The Internal and External Customer
.
Importance of the internal customer
4 Lessons
00:00:00 Hours
-
The Need for Motivated Employees
.
-
The need for Qualified Employees
.
-
Silo Mentality
.
-
Destroying the Silos
.
Customer service as a strategic imperative
5 Lessons
00:00:00 Hours
-
From'suspect' to Partner
.
-
Going up The Ladder
.
-
The 'KANO' Model
.
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The Customer Centric Organisation
.
-
7 Practices of Customer Centric Organisations
.
Customer satisfaction surveys and other vital tools
5 Lessons
00:00:00 Hours
-
Understanding Your Customers
.
-
Importance of Segmentation
.
-
Principles of Customer Segmentation
.
-
Focus Groups
.
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Customer Satisfaction Surveys
.
Customer complaints and service recovery
5 Lessons
00:00:00 Hours
-
Facts and Their Implications
.
-
Sympton vs Cause
.
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Root Cause Analysis
.
-
Failures do Happen
.
-
The Recovery Paradox
.
Service Level Agreements (SLAs)
5 Lessons
00:00:00 Hours
-
SLA Defination
.
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Characteristics of Effective SLAs
.
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Key Elements of an SLA
.
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Steps in SLA Development
.
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Quality Versus Cost
.
KPIs for customer service
6 Lessons
00:00:00 Hours
-
Monitoring performance through key performance indicators
.
-
The 4 perspectives of the balanced scorecard
.
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Impact of The Customer Perspective
.
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Characteristics of Good KPIs
.
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Building Customer Service KPIs
.
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Action plan for developing your conflict resolution skills and influence from anywhere in the organization
.
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OraDMT Digital Marketing Training
OraDMT offers digital marketing training programmes across all platforms. Digital Marketing training gives participants the understanding of one's brand online. Get empowered learn SEO, SMM,
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