Certified in Customer Relation Management

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About Course

Introduction

Customer Relationship Management (CRM) as the name suggests, the primary focal point is placed on the customer. The key objective is to increase customer value over time by increasing customer loyalty. If a company develops better customer relationships, it also improves business processes as well as its profits.

 

What Will You Learn?

  • Customer Relationship Management (CRM) is an enterprise-wide strategy for presenting a single face to the customer. A long-term relationship with customer gives the service marketers a competitive edge. A company’s revenue, profit and market share come ultimately from the customers. The need for building a relationship has become the essential part for the long-term success of the organization.

About the instructor

Course Curriculum

Module 1

  • The Customer Service Profession
  • Contributing to the Service Culture
  • Verbal Communication Skills

Module 2

  • Nonverbal Communication Skills
  • Listening to the Customer
  • Customer Service and Behavior
  • Assignments

Module 3

  • Service Breakdowns and Service Recovery
  • Customer Service in a Diverse World
  • Customer Service via Technology
  • Encouraging Customer Loyalty
  • Assignments

Exam

  • Exam

Download eBooks

  • Download eBooks

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