Customer Focus

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10 EURO
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  Curs on-line
  3 ore
Predare in limba: Engleza
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Structura cursului

Identifying and Managing Customer Expectations

  • match ways of getting feedback from customers to when it's appropriate to use each technique

 

  • apply the steps involved in exploring customers' needs in a given scenario

 

  • recognize how CRM helps you manage customer expectations

 

 

 

Creating and Sustaining a Customer-focused Organization

  • determine the level and scope of organizational customer focus in a given scenario

 

  • implement a customer-focus strategy in a given scenario

 

  • recognize examples of how customer focus can be sustained in an organization

 

 

 

Customer-focused Interaction

  • match each of the advantages of social media in customer-focused service to examples

 

  • identify ways to measure social media's ROI

 

  • recognize examples of the benefits of knowledge management in customer-focused service

 

  • describe how knowledge management is used in customer interaction

 

  • identify key concepts associated with mobile CRM

 

  • recognize the advantages of understanding how mobile technology is applied in customer service

 

 

 

Listening to Your Customers

 

Developing Your Customer Focus

 

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