CUSTOMER SERVICE MANAGEMENT

OVERVIEW

CUSTOMER SERVICE MANAGEMENT

This program is the combination of practices, strategies and techniques that companies/businesses use to manage and analyze customer interactions and service delivery throughout the customer lifecycle. The goal is to improve customer service relationships and assist in customer retention and drive sales growth.

LEARNING OUTCOMES

  • Understand the importance of customer relationships
  • Describe the factors that can cause customer relationships to fail
  • Develop a customer-centered approach
  • Identify types of customers
  • Recognize their potential impact on business
  • Understand the different ways that an employee can affect and improve customer experience
  • OUTLINE

    • What is Customer Service Management
    • Customer Interaction and communication
    • Improving Customer Experience
    • Customer retention strategies
    • Work Ethics
    • Personal Presentation

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    CUSTOMER SERVICE MANAGEMENT

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