Page 4 - Professional Certificate in Customer Service-PROFILE

PROFESSIONAL CERTIFICATE IN

CUSTOMER RELATIONSHIP MANAGEMENT

OPTIONAL MODULES : Total Contact Hours (Min40 hours/ Max-120 hours)

MODULES

1. MANAGING CUSTOMER EXPECTATIONS
2. THE ROLE OF A CUSTOMER CARE PROFESSIONAL
3. BEING A BRAND AMBASSADOR
4. CUSTOMER DIVERSITY
5. MANAGING CUSTOMER NEEDS
6. CUSTOMER SERVICE FOLLOWUPS
7. THINKING OUT OF THE BOX
8. PROFESSIONAL IMAGE BRANDING
9. INTERNAL vs EXTERNAL CUSTOMERS
10. INTERPERSONAL SKILLS
11. BODY LANGUAGE IN CUSTOMER SERVICE
12. CREATING FIRST IMPRESSIONS
13. CUSTOMER SERVICE TOOLS & TECHNIQUES
14. CREATING AN ENTERPRISE WIDE SERVICE CULTURE
15. EFFECTIVE COMMUNICATION SKILLS
16. PROBLEM SOLVING SKILLS
17. MANAGING DIFFERENT TYPES OF CUSTOMERS
18. MANAGING DIFFICULT CUSTOMERS
19. MANAGING CUSTOMER COMPLAINTS
20. MANAGING CONFLICT UNDER PRESSURE
21. DEALING WITH CHALLENGING CUSTOMERS
22. SERVICE RECOVERY
23. STRESS MANAGING FOR CUSTOMER SERVICE PERSONNEL
24. REBOUNDING AFTER CUSTOMER SERVICE
25. MEASURING CUSTOMER SATISFACTION
26. LEADERSHIP IN CUSTOMER SERVICE
27. CREATING ACTION PLAN
28. MANAGING CUSTOMER SERVICE PROJECTS
29. INBOUND CUSTOMER SERVICE
30. OUTBOUND CUSTOMER SERVICE
31. SOCIAL MEDIA CUSTOMER SERVICE
32. POST SALES CUSTOMER SERVICE
33. PRE SALES CUSTOMER SERVICE
34. SALES & MARKETING FOR CUSTOMER SERVICE
35. UP SELLING IN CUSTOMER SERVICE
36. SMART GOAL SETTING
37. SETTING SERVICE BENCHMARKS
38. CREATING WOW FACTORS
39. BUILDING CUSTOMER LOYALTY
40. CUSTOMER RETENTION STRATEGIES

www.learningsolutions.com.my