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E/LMS 400 Manage Customer Service
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E/LMS 400
Topic 2 - Who is the Customer?
Customer Wants and Needs
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Customer Wants and Needs
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◄ Customer Buying Motives and Behaviours
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Manage Customer Service Pre-Assessment
Introduction
Customer Experience Management (CEM)
CEM Systems
Click here to complete the strategic impact of customer service on the organisation topical assessment to test your knowledge on the topic.
Introduction
Identify the Customer
Consumer Behaviour
Customer Buying Motives and Behaviours
Buying Motives
Purchase Decisions
Factors that Influence your Purchase
Types of Decision-Making of a Customer
Customer Needs and Expectations
Factors That Influence Customer Behaviour and Responses
Impact of Cultural Awareness On Customer Relations
Click here to complete the who is the customer topical assessment to test your knowledge on the topic.
What Is Service?
How To Deliver Good Customer Service
Importance of Customer Service
Customer Expectations
How Customers Perceive Service
Customer Expectation Factors
The Service Formula
What Are Moments of Truth?
Assessments of Service Quality
How Do Customers Rate Service Quality?
The Four Circles of Service
Service Characteristics
Service Specification
Service Recovery
Tools and Methods Use to Improve Customer Service
Tips for Building Strong Customer Relations
Click here to complete the identify and formulate service standards topical assessment to test your knowledge on the topic.
Verbal, Written And Visual Presentations
Process of Verbal Communication (SMCR Model)
Communicating with Individuals vs. Groups
Effective Customer Communications Program
Click here to complete the communicating with customers topical assessment to test your knowledge on the topic.
Definitions
Aligning Products and Services to A Market
Click here to complete the positioning your business for specific customer segments topical assessment to test your knowledge on the topic.
Implement a Customer Retention Management
Click here to complete the implementing a customer retention management process topical assessment to test your knowledge on the topic.
Measuring and Monitoring
To Measure We Need Knowledge and Understanding
What to Monitor and Measure
How To Measure Customer Service
Effective Customer Service Measurement
Areas of Importance for Customer Surveys
Seven Standards to Check For Customer Satisfaction
Create an Employee Feedback System
Performance Management
Key Performance Area
Steps in the Performance Management Process
Provide Feedback to Customer Service Employees
Equipping Staff to Provide Effective Service
Empowerment That Makes Exceeding Customer Expectations Work
Getting the Message to All
Internal Communication Audit
Internal Awareness of Customer Service Issues
Consistent Presentation of Customer-Service Messages
Effective Support of the Sales Process
Click here to complete the why monitor topical assessment to test your knowledge on the topic.
Participant Feedback
Buying Motives ►
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