Effective Customer Management for Competitive

Objective:

Upon successful completion of the Customer service management training, the participant shall be able to:

• Develop skills for generating customer satisfaction and customer loyalty
• Understand the importance of customer follow-up and feedback
• Convert prospects into customers and cultivate a long-lasting relationship with them
• Utilize various metrics and tools such as customer lifetime value, churn rate, customer service satisfaction rate, etc.
• Inculcate persuasive communication skills
• Learn to effectively resolve customer complaints
• Successfully retain customers and achieve repeated sales from them

Content:

Understanding Customer Relationship Management

• Generations of CRM: functional CRM, social CRM, etc.
• Customer value
• Strategic CRM
• Customer service management as a part of CRM

Overview of Customer Service Management

• Types of customer needs
• Customer values
• Types of customer services
• Customer service channels
• Training for customer support-tips and tactics
• Team building for success

Customer Lifecycle Management (CLM)

• Stages of CLM
• CLM implementation
• Understanding purchase funnel
• Customer retention
• Strategies for customer retention

Customer Service Management Strategy

• Identifying customer touchpoints
• Setting up customer service KPI’s
• Building a reliable feedback system
• Understanding customer journey
• Customer portfolio management

Technological Tools for Customer Service Management

• Customer lifetime value
• Customer perceived value
• Developing customer loyalty
• Data mining
• Salesforce automation

Marketing of Services

• Relevance of customer service in hospitality, banking
• Understanding service customer and delivery process
• Common encounter situations
• Positioning of services
• GAP model of service quality

Customer Service Evaluation

• Measurement of customer service effectiveness
• Customer waiting time
• First, call resolution
• Cross-selling opportunities
• Benchmarking of services

Customer Service in E-business

• Online supply chain management
• Customer relationships on the internet
• Rating and reviews
• E-commerce service tools