Aims & Objectives
Course Contents
Assessment Criteria
Candidates
Aims & Objectives
Define customer service and break it down to its most basic dimensions to understand the new CS landscape and its modern
requirements
Explain the framework for successful customer service to deliver an excellent level of service consistently
Determine fundamental technical and behavioral aspects of exceptional customer service to deal with different types of
customer personality styles and become a customer service superstar
Discuss and practice customer empathy and research techniques of effective to optimize customer communication and loyalty
Explore virtual customer service tools to enhance customer loyalty and service effectivenes
Course Contents
Definition and Goal of CRM
CRM Success Factor
The Three Level of Service
The Shape of Customer Service
Managing Customer Service / Sales Profile
CRM Strategy Starting Point
The CRM Strategy Creation
CRM Strategy Selection
Managing and Sharing Customer Data
Managing Customer Information
Ethics and legalities of Data use
Tools for capturing Customer Information Module
Commerce Customer relationship
Rules for the Success on the road to E-commerce
Managing Relationship through Conflict
Managing the movement of conflict
Understanding Customers, Problems, Solutions
CRM Marketing Initiatives
Cross selling & Up-selling
Customer relation
Behavior Predication
Assessment Criteria
Practical and theoretical assessment to evaluate the familiarity of the candidates with the requirements/ procedures.
Candidates
Maximum allowed candidates per batch is 10 – 12 Candidate.