Advanced Customers Relation Management هذه الدورة تدرس باللغة الإنجليزية

تفاصيل الدورة

Day One: Defining and appreciating the customer
· Definition of customer
· Definition of customer service
· The internal and external customer
 
Day Two: Importance of the internal customer
· The need for motivated employees
· The need for qualified employees
· Silo mentality
· Destroying the silos
 
Day Three: Customer service as a strategic imperative
· From 'suspect' to 'partner'
· Going up the ladder
· The 'KANO' model
. 'Basic' attributes
. 'Performance' attributes
. 'Delight' attributes
· The customer centric organization
· Customer service as a strategic imperative
· The 7 practices of Customer-centric organization
 
Day Four: Customer satisfaction surveys and other vital tools
· Understanding your customers
· Importance of segmentation
· Principles of customer segmentation
· Focus groups
 
Day Five: Customer satisfaction surveys
· Key terms
· Major survey methods
· Questionnaire examples
· Customer survey guidelines
· Types of satisfaction surveys
· Basics of sampling
· Attributes to measure
· Customer satisfaction index
· 'RATER' in depth
· Service quality (servqual) gaps model تحديث بتاريخ 16 May, 2024