Marketing : Introduction to Customer Service

Customer Service Introduction

Customer Service management is a term that includes practices, procedures, new techniques and methodologies used by organisations to direct and administer customer’ interactions and information throughout the customer lifecycle, with the objective of enhancing business relationships with customers.

CRM is a process of dealing with an organisation's communications with both existing and potential consumers. It utilises the data analysis of consumers’ dealings with an organisation to enhance business interactions with consumers, concentrating in particular on customer retention and eventually driving sales development.

CRM is crucial for running an effective business. The better the relationship, the simpler it is to direct business and create income. In this manner, the utilisation of technologies and modern methodologies to enhance CRM makes good business sense.

This premium unit provides a comprehensive overview of customer relationship management along with an exploration of the importance and on-going benefits of CRM.

The key concepts such as evaluation metrics, privacy issues and requirement-driven product selection are also covered. The core aim is to describe how CRM creates value for organisations and customers

You will learn how to determine and manage developmental roles that have the greatest impact on CRM.

Introduction to Customer Relationship Management

This module covers the following topics:

• Elements of Customer Service:
• Classification of Customer Service
• Service Quality & Customer Service
• Effects of Poor Service on a Business
• Benefits of a Customer-Centred Organization
• Customer Satisfaction
• Knowing your Customer’s Needs and Requirements
• Changing Nature of Customer Service
• Reasons for Developing Long-Term Relationships with
• Importance of Customer Feedback and Complaints
• Plus more

Objectives

After completing this course learners will be able to:

• Explain the terms and benefits of CRM for a company’s bottom line
• Describe how CRM creates value for organisations and customers
• Consider developmental roles that have the greatest impact on CRM

Program Content

Lesson(s)

Introduction to Customer Relationship Management

Topics

• Different Faces of CRM
• Evaluation Metrics
• Privacy Issues
• Requirement-Driven Product Selection

This is a stand-alone course and it assumes no prior knowledge.

*Note: This is an independent unit not a complete course so does not equalize to a course. This will give you 10 CPD points to add on your CV. At the end of the unit, you can claim CPD Accredited unit by paying £35 accreditation fee and postal charges (£9 for UK students, £15 for outside UK).

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