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Customer Relationship Management


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Course Description

Quality in a service or product is not what you put into it.
It is what the client or customer gets out of it.
(Peter Drucker)

 

 

We are exposed to customer service (of one kind or another) at least once a day, every day of the week, fifty-two weeks of the year.  There are times when individuals, organizations and companies take the provision of good service, and the people who deliver it, for granted.  We should not – giving top quality Customer Service is an art form. 

 

Customers love and cherish companies that treat them the way they (the customer) want to be treated.  People are now prepared to pay more for good service.  So the providers of the good service – YOU – are gems beyond price these days. 

 

Whatever your reasons for considering this course, we can promise you that you will get even more than you might have thought from its contents.  You will most likely pick up things you might not have considered before, or even been aware of – CRM for example!

 

This course will focus on these topics:

 

1. A Customer Centered/Focused Organization
How important is good customer service really?   The evolution of Customer Service,   TQM,   Perceptions,   The ‘Hot Button' of the ‘90s  

2. Taking an honest look at your own customer service
Your current customer service profile,   Self-evaluation – honestly!   How does your company rate?   Protocols,   How do you & your company deal with Feelings?  

3. Your company's Customer Service focus
In-focused,   Customer-Focused,   The 3 Basic Elements of Excellent Service,   Are you friendly to customers?   Customer Friendly Reflections,   Expanding your understand of your Company's Definition of Service

4. Developing a Winning Customer Service Strategy
What are your current Customer Service Strategies?   Key Strategies ,  Top Down Approach,   Actually using the Feedback you ask for,   Know thyself & it shall be true!   The creation of client centric practices,   The sheer economic necessity of Top Customer Service

5. The "Plus's" of exceptional Customer Service
Critical success factors ,  Consistency,   Criteria,   Recognizing Excellence/Reward & Recognition Factors,   Awareness,   Education   

6. The WOW Customer Service Training & Service Excellence
The wisdom of choosing appropriate training,   Brainstorming & Problem Solving   Customer Service Enhancers,   TIPS - The Coaching Approach,   The Listen & Learn Approach

7. Which is the way to go:  Surveys/Questionnaires, Interviews or Focus groups?
Surveys,   Questionnaires,   Interviews,   Focus Groups,   Who should conduct or run them?   Which one should you use?   HOW TO prepare a Top Customer Service Survey  

8. Acquiring Customers & Keeping Them
Put yourself in the customers shoes,   What does my customer actually want?   Standards – making, measuring & managing,   What you can measure you can manage,   Reinventing your processes to suit the customer,   Quality Groups   What NOT to Do if you want to keep your customers  

9. Those ‘Extras' & Miscellaneous Factors
Body Language,   It's How You Say It that really counts,   Your computer isn't always your best friend,   The differences between data and information,   The 2 "E's" – Ethics & Espionage

10.     When the Going Becomes Rough -- What to Do!
When you need to say NO and how to say it!   Seeing Red and Dealing with It!   Take the Initiative and Bounce Back  

11.     Working in the World of the WEB!
The Internet has changed the rules & HOW!   Automating the personal touch?   Clicking with your Customers,   Developing Trust & Loyalty – online,   Customer Acquisition,   Some rules for staying on the road to Success with E-Commerce  

12.     CRM – It's not just an Option – It's here to STAY!
Exactly what is CRM?   Is it the Latest & Greatest?   How do we use it?   Automating the personal touch,   Defining the technical requirements,   Choosing the right CRM tools,   The amazing power of CRM,   The correct CRM program for you,   What defines success with CRM?
 
13.   Customer Service Management Options of the Future!
People Orientated?   Technology Orientated?   Strategies,   How to best organize Customer Service for the future

  • Completely Online
  • Self-Paced
  • Instructor Feedback
  • 6 Months to Complete
  • 24/7 Availability
  • Start Anytime
  • PC & Mac Compatible
  • Android & iOS Friendly
  • Accredited CEUs
Universal Class is an IACET Accredited Provider
 

Learning Outcomes

By successfully completing this course, students will be able to:
  • Define the customer-centered organization.
  • Evaluate your own customer service objectively.
  • Describe methods to make your company's customer service more central.
  • Develop a winning customer service strategy
  • Know the reasons for providing exceptional customer service.
  • Describe ways for acquiring customers and retaining them, and
  • Demonstrate mastery of lesson content at levels of 70% or higher.
 
 
 

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Course Lessons

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Lesson 1 : A Customer-Centered Organization

Customers appreciate and respect companies that treat them the way they wish to be treated, as opposed to the way most companies actually treat them. 40 Total Points
  • Lesson 1 Video
  • Review 2 Articles: 8 Rules for Good Customer Service; Customer Service Articles
  • Take Poll: Customer Relationship Management
  • Complete Assignment: An Introduction
  • Complete: Lesson 1 Assignment
  • Complete Exam: Lesson 1 : A Customer Centered/Focused Organisation

Lesson 2 : Taking an Honest Look at Your Own Customer Service

Now is the time for you to be really honest with yourself about your individual level of customer service, and that of your company. 34 Total Points
  • Lesson 2 Video
  • Review Article: Customer Service Self-Assessment
  • Complete: Lesson 2 Assignment
  • Complete Exam: Lesson 2 : Taking An Honest Look At Your Own Customer Service

Lesson 3 : Your Company's Customer Service Focus

It does not matter whether your company is small, medium, large, or megasized. It does not matter whether it is local or international. It does not matter what field it is in: technology, heavy industry, public sector, or manufacturing. 34 Total Points
  • Lesson 3 Video
  • Review 2 Articles: Customer Focused Selling; How to Be Customer Focused
  • Take Poll: Business Focus
  • Complete: Lesson 3 Assignment
  • Complete Exam: Lesson 3 : Your Company's Customer Service Focus

Lesson 4 : Developing a Winning Customer Service Strategy

You have just been asked to come up with a plan for improving customer service at your organization. Are you uptight, nervous, or uncomfortable? Are you frightened -- or just plain terrified? 35 Total Points
  • Lesson 4 Video
  • Review Article: Exceptional Customer Service
  • Complete: Lesson 4 Assignment
  • Complete Exam: Lesson 4 : Developing A Winning Customer Service Strategy

Lesson 5 : The Benefits of Exceptional Customer Service

How we relate to fellow staff members several levels removed can often have a rolling effect, which affects how we relate to customers, and vice-versa. 34 Total Points
  • Lesson 5 Video
  • Review Article: Sweat the Small Stuff
  • Complete: Lesson 5 Assignment
  • Complete Exam: Lesson 5 : The "Plus's" Of Exceptional Customer Service

Lesson 6 : The Wow Factors of Customer Service Training

Whatever the concepts and ideas you and your company come up with, and whatever improvements occur on the customer service front, the fact is that customer service staff members need ongoing support. 35 Total Points
  • Lesson 6 Video
  • Review 2 Articles: 10 Commandments of Customer Service; 7 Steps to Remarkable Customer Service
  • Complete: Lesson 6 Assignment
  • Complete Exam: Lesson 6 : The WOW Factors Of Customer Service Training

Lesson 7 : The Way To Go: Surveys, Questionnaires, Interviews, or Focus Groups

Having a customer-focused company means that you should have a thorough knowledge of what your customers want and expect from your organization. You need to be able to evaluate how well you are meeting desires and expectations. 34 Total Points
  • Lesson 7 Video
  • Review 2 Articles: Customer Service; Customer Survey
  • Complete: Lesson 7 Assignment
  • Complete Exam: Lesson 7 : The Way To Go: Surveys/Questionnaires, Interviews Or Focus Groups

Lesson 8 : Acquiring Customers and Keeping Them

Everyone's needs are constantly changing. This is true for people, small businesses, mega-organizations, and governments. 35 Total Points
  • Lesson 8 Video
  • Review 2 Articles: 11 Strategies to Keep Customers; Keeping Customers Happy
  • Complete: Lesson 8 Assignment
  • Complete Exam: Lesson 8 : Acquiring Customers & Keeping Them

Lesson 9 : Extra Considerations and Miscellaneous Factors

If, when we first went into business, we considered all the concerns and challenges that would be involved, we probably would never do it. 35 Total Points
  • Lesson 9 Video
  • Review 2 Articles: Body Language and Customer Service; Communication
  • Complete: Lesson 9 Assignment
  • Complete Exam: Lesson 9 : Those ‘Extras' & Miscellaneous Factors

Lesson 10 : When the Going Becomes Rough, Here Is What to Do

No one, including customers, likes to hear that word, "No." Most people absolutely loathe it. We all prefer to think people can do what we want, when we want it, and how we want it. 35 Total Points
  • Lesson 10 Video
  • Review Article: Dealing with Abusive Customers
  • Take Poll: Difficult Customers
  • Complete: Lesson 10 Assignment
  • Complete Exam: Lesson 10 : When The Going Becomes Rough -- What To Do!

Lesson 11 : Working in the World of the Web

The Internet, a project that started as a means of keeping communication channels open and sharing information, has come a long way since its inception in the 1970s. 34 Total Points
  • Lesson 11 Video
  • Review Article: Improving Your Online Customer Service
  • Take Poll: Customer Service Online
  • Complete: Lesson 11 Assignment
  • Complete Exam: Lesson 11 : Working In The World Of The Web!

Lesson 12: CRM Is Not an Option; It Is Here to Stay

CRM, or customer relationship management, is the methodologies and tools, including online customer service technology, that help businesses manage customer relationships and deliver superior customer service. 34 Total Points
  • Lesson 12 Video
  • Review Article: Customer Relationship Management
  • Complete: Lesson 12 Assignment
  • Complete Exam: Lesson 12 : CRM -- It's Not Just An Option -- It's Here To Stay!

Lesson 13: Customer Service Management Options of the Future

Never say never, as the old saying goes, but time and time again people do. Time and time again they are proved wrong. 96 Total Points
  • Lesson 13 Video
  • Review Article: Good Customer Service Not Enough
  • Take Poll: Final Course Poll - Your Opinion
  • Take Survey: Program Evaluation Follow-up Survey (End of Course)
  • Complete: Lesson 13 Assignment
  • Complete Exam: Lesson 13 : Customer Service Management Options Of The Future!
  • Complete: The Final Exam
515
Total Course Points

Additional Course Information

Online CEU Certificate
  • Document Your Lifelong Learning Achievements
  • Earn an Official Certificate Documenting Course Hours and CEUs
  • Verify Your Certificate with a Unique Serial Number Online
  • View and Share Your Certificate Online or Download/Print as PDF
  • Display Your Certificate on Your Resume and Promote Your Achievements Using Social Media
Document Your CEUs on Your Resume
 
Course Title: Customer Relationship Management
Course Number: 8900057
Languages: English - United States, Canada and other English speaking countries
Category:
Course Type: Professional Development
CEU Value: 0.9 IACET CEUs (Continuing Education Units)
CE Accreditation: Universal Class, Inc. has been accredited as an Authorized Provider by the International Association for Continuing Education and Training (IACET).
Grading Policy: Earn a final grade of 70% or higher to receive an online/downloadable CEU Certification documenting CEUs earned.
Assessment Method: Lesson assignments and review exams
Instructor: John Chouinard
Syllabus: View Syllabus
Duration: Continuous: Enroll anytime!
Course Fee: $50.00 (no CEU Certification) || with CEU Certification: $75.00

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