Customer Service & Customer Relationship Management
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.
Who is this program for?
- 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?
- Types of Customers.
- How to communicate with the customer?
- Dealing with Different types of customers.
- Dealing with angry customers.
- Customer Service: Handling Abusive Customers.
- Creating Positive Conversations with Challenging Customers.
- Handling Complaints.
- What is a complaint?
- Why do customers complain?
- Recipient normal reactions to complaints.
- Steps of complaint handling.
- Using questions & right wording Managing Customers’ complaints.
- A proactive view of customer complaints.
- Analyzing complaints.
- Listening Skills.
- Customer Journey Mapping for online and offline business.
- Customer journey map with persona.
- Stages of customer journey.
- Customer experience journey mapping.
- Customer-Centric Innovation.
- Omnichannel customer experience management.
- B2B customer journey and Go-To-Market strategy.
- Introduction to CRM.
- Building Customer Relationships.
- Customer retention.
- Customer centricity.
- Customer lifetime value.
- Customer value management.
- Managing the customer lifecycle – customer acquisition.
- Managing the customer lifecycle – customer retention and development.
- Economics of CRM.
- CRM Applications.
- CRM in Business Markets.
- CRM implementation.
- Strategic CRM.
- Operational CRM.
- Analytical CRM.
- Make data-driven decisions for customer success.
- From ‘suspect’ to ‘partner’.
- Going up the ladder.
- The ‘KANO’ model. ‘Basic’ attributes. ‘Performance’ attributes. ‘Delight’ attributes.
- The customer-centric organization.
- Customer service as a strategic imperative.
- The 7 practices of Customer-centric organization.
- Customer satisfaction surveys and other vital tools.
- Importance of segmentation.
- Principles of customer segmentation.
- Focus groups.
- Customer satisfaction surveys.
- Major survey methods.
- Questionnaire examples.
- Customer survey guidelines.
- Types of satisfaction surveys.
- Basics of sampling.
- Attributes to measure.
- Customer satisfaction index.
Key Programme Takeaways
Your Learning Journey
The first week is orientation week. During this week you will be introduced to the other participants in the class from across the world and you will learn about the track details, materials, assignments, and final project.
On other weeks, you have learning goals set for the week. The goals would include the online interactive lectures and completing the assignments. All assignments need to be submitted within one week.
The programme features weekly live online sessions with industry practitioners who are available to help you clarify your doubts pertaining to the content. Assignments are graded by the program faculty.
Discussion boards are an integral part of each module and provide a forum where participants can interact, share ideas, and ask questions.
Live webinars with Everest Business School provide opportunity for additional instruction as well as Q&A sessions for the group.
The Programme Support team will follow up over emails and phone calls with learners who are unable to submit their assignments on time or have any other concerns during the learning journey till sending the MicroMasters’ final grade.