Customer Relationship Management Operations
About This Course
This course is designed to equip professionals with the skills to understand and communicate customer needs effectively.
You will explore the significance of identifying customer preferences and utilising various feedback methods such as surveys, interviews, focus groups, and feedback forms to gather insights for product development, marketing, and customer satisfaction.
The course also focuses on mastering communication skills, including effective questioning techniques and active listening, and adapting service approaches to meet diverse customer needs, ensuring inclusive and personalised service.
Additionally, the course covers best practices for maintaining accurate and efficient record-keeping systems, ensuring all customer interactions and relationships are documented accurately.
You will learn various methods for monitoring customer satisfaction, such as surveys and Net Promoter Score (NPS), and develop the ability to analyse satisfaction data to enhance customer experiences and relationships.
By the end of the course, you will be able to implement these strategies to build stronger customer relationships and drive business success.
What You'll Learn
1. Utilise customer preference insights and effective communication methods to enhance product and service offerings.
2. Demonstrate proficiency in advanced questioning and active listening to gather valuable customer feedback to improve interactions.
3. Implement customer relationship documentation procedures to ensure accurate and compliant record maintenance
4. Assess different approaches for tracking client satisfaction to accommodate special needs and diversity of customers
Entry Requirements
• Able to read, write and speak in English (WLPN Level 4 and above).
• Min 21 years old.
• Secondary school level onwards education.
• Learners who do not meet the MER may be considered through interviews on a case-by-case basis.