Customer Service Management Course|OraDMT

Customer Service Management Course

Beginner

Created by OraDMT Last Updated 20/08/2021 01:55

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Online Tutorial Online Live Teacher Physical Classroom Ask/Enrol For In-company, In-campus, Group, Workshop Training

What you'll learn

Develop a holistic customer care approach by taking into consideration seven different aspects of the definition of customer service
Create objectives and programs to maximize internal customer satisfaction
Evaluate the design, implementation and analysis of customer satisfaction surveys
Use customer complaints as the springboard for service improvement
Write Service Level Agreements (SLAs) to ensure clarity and conformance

Course Curriculum

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34 Lectures

00:00

Defining and appreciating the customer 3 Lectures

Definition of customer

Definition of customer service

The internal and external customer

Importance of the internal customer 4 Lectures

Customer service as a strategic imperative 6 Lectures

Customer satisfaction surveys and other vital tools 5 Lectures

Customer complaints and service recovery 5 Lectures

Service Level Agreements (SLAs) 5 Lectures

KPIs for customer service 6 Lectures

Description

Good customer service can be considered as the big differentiator between firms. While competing products are often similar and can anyway be easily duplicated, good customer service is a holistic system, requiring a sustained organization-wide effort, driven by the top and permeating all aspects of the organization culture. The resulting customer-centric organization becomes a formidable competitor whose model cannot be easily copied. In this course, we look at what it takes to build a customer-centric organization.

Instructors

(5.00)

101 Courses

14 Students

1 Reviews

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