Customer Service Excellence

Program Summary

While many companies promise to deliver an incredible customer experience, some are better at delivering than others. This course is designed to train customer service representatives not just to provide a good customer service experience, but to exceed the customer expectations to reach the customer service excellence. When the company does that, it brings customers back to experience service that outdoes the competition.

Learning Outcomes

Understanding the different facets of Customer Relationship Management (CRM).

Demonstrate an understanding of the terms and benefits of CRM on a company’s bottom line
Describe how CRM creates value for organizations and customers
Consider developmental roles that have the greatest impact on CRM

Understanding the selection processes of the CRM program and the implementation part in theory.

Analyze the different components of a CRM plan
Develop a checklist for readiness and success in CRM
Evaluate the CRM program.

12 Hours