Online Class: Customer Relationship Management
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
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?
Course MotivationA 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.
There are two rules you should follow when dealing with people: the Golden Rule and the Platinum Rule. While the Golden Rule is always a good principle to keep in mind when dealing with everyone, let alone customers, the Platinum Rule is even better.
Here's the Platinum Rule: "Do unto others as they would like to have done unto them."
The big difference is, of course, that you should not concentrate on what you think customers might like and treat them accordingly, but go to the trouble of finding out what the customer wants and giving it to them.
How Important Is Good Customer Service?
The relationships you build with your customers do not need to take a long time. Essentially, they need take only a moment or two. Necessity often dictates that is all the time you have. How well you communicate with your customers, and whether you treat them efficiently and courteously make up the essence of superior customer service.
After all, what does a smile cost? If you can address a customer by name, that is superb. Stop to think how you felt the last time you attended a shop or restaurant and the server smiled and addressed you by name?
The Evolution of Customer Service
While this level of service was acceptable at one time, it certainly has not been for many years. Business principles such as Total Quality Management, market share, and other concepts have made a difference, with one thing in particular influencing the push toward better customer service and higher expectations in the service industry: the Web.
When the Internet first enabled 24/7 access, customers responded with much higher expectations for answers to their questions and general information. The ability to initiate transactions on a timeline dictated by customers was a big plus. Our Internet search capabilities have made gathering information much easier, and we can conduct it largely on our own terms. Additionally, the great number and variety of mobile devices fuel most consumers' expectations for quicker and easier access to both information and services. To a large extent, we are living in an era of anywhere, anytime service.
Several factors have made it increasingly difficult for companies to secure customer loyalty: Customers demand excellent service and assign value to companies that give it to them. Customers' experiences have subsequently emerged as critical factors in companies first gaining, and then maintaining, a competitive advantage against their competitors. The days when companies could afford to care little about their customers have long gone. Those who ignore this dynamic will very quickly find themselves lagging behind competitors, or going broke.
TQM refers to a set of management practices implemented throughout an organization and geared to ensure the organization consistently met or exceeded customer requirements; i.e., enhancing the customer experience by delivering quality products. The idea is that the company or individual could gain the edge over competitors by adhering to optimal production processes, conforming to standards, and empowering staff to report any defect in production or service.
The concept, introduced by W. Edwards Deming, was practiced first in Japanese industry in the 1950s. It started to become steadily more popular in the West around the early 1980s. "Total quality" describes the culture, attitude, and organization by which a company operates to provide customers with products and services that more than satisfy their needs. This culture requires a dedication to quality in all parts of a company's operations, with defects and waste being removed and tasks being done right the first time around.
For instance, if customers perceive they have received poor treatment, that is their reality. It may not have been the intention of the person serving or helping them to be of little or no help, but that is the impression left with the customer.
Impressions of your service will depend totally on customers' memories of certain moments: those little encounters they experienced with you or your company. Are your customers' memories of you favorable? Are those little happenings negative or positive?
Think of the perceptions you created in your customers' minds in the past and learn from them, good or bad!
Do you remember when email first started to be used routinely? It quickly became just as regular a means of communication as postal mail, the phone, and the fax machine. It was not long before email was regarded as the most common and efficient way of communicating.
When did the concept of developing deeper relationships with customers really start to heat up? Technology advanced in leaps and bounds, forcing companies to take a long, hard look at their customer communication skills. Countless numbers of magazine articles and books on the topic came out.
The trick, then and now, is to view every customer's "touch point" as a chance to start dialogue and generate customer loyalty.
Do not view a sale as just another transaction. That is extremely short-sighted and will certainly neither help you acquire or maintain customer loyalty. Keep in mind that acquiring a new customer costs approximately five times more than keeping a current one. The message here, of course, is to increase efforts to retain the ones you have.
Lesson 1 : A Customer-Centered OrganizationCustomers appreciate and respect companies that treat them the way they wish to be treated, as opposed to the way most companies actually treat them.
Lesson 2 : Taking an Honest Look at Your Own Customer ServiceNow is the time for you to be really honest with yourself about your individual level of customer service, and that of your company.
Lesson 3 : Your Company's Customer Service FocusIt 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.
Lesson 4 : Developing a Winning Customer Service StrategyYou 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?
Lesson 5 : The Benefits of Exceptional Customer ServiceHow 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.
Lesson 6 : The Wow Factors of Customer Service TrainingWhatever 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.
Lesson 7 : The Way To Go: Surveys, Questionnaires, Interviews, or Focus GroupsHaving 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.
Lesson 8 : Acquiring Customers and Keeping ThemEveryone's needs are constantly changing. This is true for people, small businesses, mega-organizations, and governments.
Lesson 9 : Extra Considerations and Miscellaneous FactorsIf, when we first went into business, we considered all the concerns and challenges that would be involved, we probably would never do it.
Lesson 10 : When the Going Becomes Rough, Here Is What to DoNo 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.
Lesson 11 : Working in the World of the WebThe 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.
Lesson 12: CRM Is Not an Option; It Is Here to StayCRM, 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.
Lesson 13: Customer Service Management Options of the FutureNever say never, as the old saying goes, but time and time again people do. Time and time again they are proved wrong.
- 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
- Summarize the reasons for providing exceptional customer service.
- Describe ways for acquiring customers and retaining them.
- Demonstrate mastery of lesson content at levels of 70% or higher.
Additional Course Information
- 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
- "I thought this course was very helpful in getting a better understanding of customer relationship management." -- Brandy R.
- "Instructor is very knowledgeable, kind and courteous. He provided a wealth of feedback and encouragement to me. It helped guide me through the course. Well worth the money I spent on the course!" -- Rich S.
- "Excellent course and very useful for furthering my skills and employability." -- Laura O.
- "The instructor was attentive and responded quickly to my coursework submissions." -- Gloria R.
- "Professor thank you so much for your advise. I appreciate you so much." -- Alicia V.
- "This is great class to take." -- LATUNIA P.
- 5 hours 0.5 CEUs Kaizen 101 - An Introduction + More Info
- 7 hours 0.7 CEUs Effective Communication Skills + More Info
- 8 hours 0.8 CEUs Strategic Planning + More Info
- 7 hours 0.7 CEUs How to Win Arguments + More Info
- 7 hours 0.7 CEUs Management Consultant 101 + More Info
- 6 hours 0.6 CEUs Workplace Violence: A Guide to Responding and Preventing + More Info
- 8 hours 0.8 CEUs Creating a Positive Work Environment + More Info
- 7 hours 0.7 CEUs Marketing for Small Business 101 + More Info
- 6 hours 0.6 CEUs Call Center Management + More Info
- 6 hours 0.6 CEUs How to Start and Run an Online Business + More Info
- 6 hours 0.6 CEUs Call Center Customer Service + More Info
- 11 hours 1.1 CEUs Writing Effective Emails in the Workplace + More Info
- 5 hours 0.5 CEUs Team Building 101 + More Info
- 8 hours 0.8 CEUs Procurement Management + More Info
- 12 hours 1.2 CEUs Advertising, Marketing and Sales Writing + More Info
- 6 hours 0.6 CEUs Goal Setting for Business + More Info
- 12 hours 1.2 CEUs How to Write Case Studies + More Info
- 7 hours 0.7 CEUs Respectful International Workplace + More Info
- 5 hours 0.5 CEUs Developing Great Social Skills + More Info
- 8 hours 0.8 CEUs Motivational and Public Speaking 101 + More Info
- 5 hours 0.5 CEUs Goal Setting 101 + More Info
- 5 hours 0.5 CEUs Communication with Diplomacy and Tact + More Info
- 6 hours 0.6 CEUs How to Run an Effective Help Desk + More Info
- 7 hours 0.7 CEUs Introduction to Ethics + More Info
- 9 hours 0.9 CEUs Product Management 101 + More Info
- 6 hours 0.6 CEUs Gender Sensitivity Training + More Info
- 10 hours 1.0 CEUs Mastering Sales Skills 101 + More Info
- 8 hours 0.8 CEUs Crisis Management 101 + More Info
- 5 hours 0.5 CEUs Lawful Employee Termination + More Info
- 7 hours 0.7 CEUs Preventing Workplace Harassment + More Info
- 12 hours 1.2 CEUs Telephone Skills and Quality Customer Service + More Info
- 8 hours 0.8 CEUs Community Development 101 + More Info
- 5 hours 0.5 CEUs Mastering Conversation Skills + More Info
- 7 hours 0.7 CEUs Introduction to Logic + More Info
- 14 hours 1.4 CEUs Report Writing 101 + More Info
- 5 hours 0.5 CEUs Internet Marketing Basics + More Info
- 6 hours 0.6 CEUs Generational Diversity in the Workplace + More Info