Executive Development Programme in Goal-oriented Customer Service
-- ViewingNowThe Executive Development Programme in Goal-oriented Customer Service is a certificate course designed to empower professionals with the necessary skills to deliver exceptional customer experiences. In today's competitive business landscape, customer service has become a critical differentiator, driving the need for skilled customer service professionals.
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โข Understanding Goal-oriented Customer Service: This unit will cover the basics of goal-oriented customer service and its importance in building customer loyalty and satisfaction. It will also discuss the benefits of having a goal-oriented approach in customer service.
โข Setting SMART Goals in Customer Service: This unit will teach learners how to set SMART (Specific, Measurable, Achievable, Relevant, Time-bound) goals in customer service. It will also discuss the importance of tracking progress towards these goals.
โข Effective Communication in Customer Service: This unit will cover the best practices in communication when dealing with customers, including active listening, empathy, and clear and concise language.
โข Managing Customer Expectations: This unit will discuss how to set and manage customer expectations in order to avoid disappointment and build trust. It will also cover strategies for dealing with difficult customers and conflict resolution.
โข Customer Service Metrics and Analytics: This unit will cover the key metrics and analytics used to measure the effectiveness of a customer service team. It will also discuss how to use data to improve customer service and drive business results.
โข Building a Customer-centric Culture: This unit will discuss the importance of creating a customer-centric culture within an organization. It will cover strategies for aligning customer service goals with overall business objectives and creating a positive customer experience.
โข Leadership and Team Management in Customer Service: This unit will cover the best practices in leading and managing a customer service team, including coaching, training, and performance management.
โข Leveraging Technology in Customer Service: This unit will discuss the role of technology in customer service, including the use of CRM systems, chatbots, and social media. It will also cover the importance of data security and privacy in customer service.
โข Innovating in Customer Service: This unit will encourage learners to think creatively about customer service and explore new and innovative approaches to meeting customer needs.
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