People Skills - Processes, Systems and Technology in Customer Service

Venue: Broomfield Hall
Hours: 7.00
Cost (£): 350.00

Course Overview

We help you identify and explore the internal processes, systems and technology that will create more positive experiences for your customers. With an emphasis on the in-house customer service function, this course will provide you with the knowledge needed to support your interactions and relationships with customers.

Course Content

• The customer service function
• In-house v outsourcing
• Success and performance criteria
• Internal processes
• Using technology in customer service
• Principles of a Customer Relationship Management (CRM) system
• Adding value through CRM
Benefits for the individual
• Improve your knowledge of how technology supports customer service
• Develop effective methods and skills within the customer service function
• Enhance your relationships with customers
Benefits for the organisation
• Harness a CRM system to drive strategy
• Introduce more efficient processes to underpin customer service
• Improve returns on investment


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