Customer Service & Customer Relationship Management MicroMasters Program

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About Program

Why Customer Service & Customer Relationship Management MicroMasters?

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.

Discover how to make your customers and their needs a primary focus, while at the same time developing and sustaining productive customer relationships. Develop skills for listening to customer needs, building rapport with those you’re helping, and turning challenging customers into true allies.

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What Will You Learn?

  • How to build long term customer relationships.
  • Develop an understanding of the terms and benefits of CRM on a company’s bottom line.
  • Develop their checklist for readiness and success in CRM.
  • Identify how CRM creates value for organizations and customers.
  • Identify developmental roles that have the greatest impact on CRM.
  • Learn to serve customers using social media.
  • Take on competition by creating successful and innovative ideas for your business through a thorough understanding of your customers’ needs.

Program Content

Customer Service Management Foundations.

  • Communication Skills
  • Customer Service: Problem Solving and Troubleshooting
  • Customer Service
  • Why is the Customer Important?
  • Building Rapport with Customers
  • Listening to Customers
  • Process Control
  • Understanding Your Customers
  • Creating a Customer Service Strategy
  • Implementing a Service Excellence Strategy
  • Building Strong Relationships with Customers
  • The Right Way to Manage Unprofitable Customers
  • Managing Your Customer Service/Sales Profile
  • Effective customer service player
  • Two dimensions of quality customer service (procedure ‒ personal)
  • Customer service provider treats
  • Levels of loyalties & acceptance
  • Factors that could add value to customer service
  • Customer expectations
  • How to manage customer feedback?

Customer behavior’s

Customer Journey Mapping

Customer Relationship Management

Customer service as a strategic imperative

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