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CB11600 Customer Service
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CB11600
Learning Unit 4 - Measure and Contentiously Improve Customer Service
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Introduction
Strategic Impact of Customer Service on the Organisation
Customer Experience Management (CEM)
Aligning Products and Services to a Specific Market Segment
Implementing a Customer Retention Management Process
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Introduction
Identify the Customer
Consumer Behaviour
Customer Buying Motives and Behaviours
Types of Decision-Making
Customer Needs and Expectations
Factors that Influence Customer Behaviour and Responses
Communicate Effectively with Customers
Differences in Communicating with Individuals vs. Groups
Creating an Effective Customer Communications Program
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What is Service?
How To Deliver Good Customer Service
Importance of Customer Service
Customer Expectations
How Customers Perceive Service
Customer Satisfaction
Assessments of Service Quality
How Do Customers Rate Service Quality?
The Four Circles of Service
Service Characteristics
Service Specification
Service Recovery
Ensure Customer Service Improvement are "Fit for Purpose"
More Tips for Building Strong Customer Relations
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Monitoring Customer Service
To Measure We Need Knowledge and Understanding
How to Measure Customer Service
Guidelines for Effective Customer Service Measurement
Areas of Importance For Customer Surveys
Create an Employee Feedback System
Performance Management
Provide Feedback to Customer Service Employees
Equipping Staff to Provide Effective Service
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Introduction
Steps in The Sales Process
Sales Process for Walk in And Phone In Customers
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Participant Feedback
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