客户关系维护 （英文课程）

Identify the key factors that enable you to develop customer loyalty

Identify your contribution in developing customer loyalty

Create a progress plan based on ‘customer enthusiasm’

Manage internal and external complaints in a way that preserves long-term customer relationships

Develop internal cooperation to improve customer loyalty

Who is this course for?

This course module is suitable for business professionals who have direct contact with customers. It provides essential skills in maintaining relationships in developing customer loyalty.

Course Content

This interactive course has been split into five modules covering the following topics:

1. Key factors in long-term customer relationships

The programme of this course is focused around identifying the benefits of developing customer loyalty. Defining the keys that enable you to keep a customer loyal, this course explores the processes of reducing the sources of discontent and generating enthusiasm in the customer in order to achieve long-term customer relations. By the end of this course, you will be able to:

• Identify the keys to and financial benefits of developing customer loyalty 
• Prioritise two essential objectives: reducing sources of customer discontent and increasing the quality that the customer perceives
• Define management that is focussed on 'long-term customer relationships' 

2. Role of the manager in long-term customer relations

This 30 minute course draws links between your team's work and customer satisfaction. In addition to defining the attitudes of the customer-focused manager and the three levers for developing the customer focus of your staff. By the end of this course, you will be able to:

• Identify the direct and/ or indirect ways in which your team contributes to customer enthusiasm 
• Measure your level of involvement in developing customer loyalty
• Identify the managerial actions you can take to help develop customer loyalty 

3. Building customer enthusiasm

This course demonstrates how to create an effective progress plan based on 'customer enthusiasm'. The course covers four key topics:

• Injecting fresh enthusiasm
• Identifying the key areas for improvement
• Building customer enthusiasm in five ways

Customer enthusiasm: an individual and collective victory

By the end of this course, you will be able to:

• Use the right sources to measure the enthusiasm of your customers
• Analyse your strengths and areas for improvement in terms of service quality
• Translate your report into an action plan to build enthusiasm
• Mobilise all parties involved in customer enthusiasm

4. Handling claims in long-term customer relationships

Effectively managing complaints is an essential process to preserving long-term customer relationships. The course will teach you how to implement a complaint handling procedure and how to transform a complaint into an opportunity to develop loyalty. Practical tools are utilised to help you learn the necessary processes to increase your customer loyalty rate. By the end of this course, you will be able to:

• Identify the inherent risks involved in a complaint 
• Measure the benefits of handling complaints effectively
• Analyse the complaint handling process within your unit
• Anticipate and plan for complaints effectively. Deal with the causes of complaints 

5. Developing internal co-operation for customers

This course examines the processes for creating the conditions for customer-focused co-operation to improve loyalty. The programme defines the collective challenge relating to customer enthusiasm and how to share the same vision of the customer within your teams. By the end of this course, you will be able to:

• Identify the obstacles to excellent customer service
• Build a shared culture of long-term customer relationships
• Improve co-ordination between interdependent departments 
• Develop a spirit of customer-focused co-operation

 

Purchasing Information

You will be asked to complete payment in order to enrol onto this course. Enrolment is activated through completing the payment process by clicking the 'Buy Now' button. Upon payment, you will be able to access the content for the enrolment period through clicking on the 'Enter Area' button.

课程有效期: 90 Days

语言: 英语

课程类别: 领导力·商务技能

会员价格: ￥707.55

非会员价格: ￥707.55