Detailed Course Description

eUniversity courses are created by real-world experts for real world professionals. This is an interactive multimedia course, combining animated text, videos & professional voiceover, that will keep learners engaged throughput the learning process. There are periodic “check for understanding” to ensure that learners fully understand the course material. There is an assessment at the end of the course. Learners can make unlimited number of attempts for the assessment. Completing the course & successfully passing the assessment will lead to a “Certificate of Completion”.

Course curriculum

This course provides in-depth learning on The Customer Driven Organization. This course will cover the following topics.
1. Introduction
a. What is a Customer Driven Organization?
b.  The Customer Service Environment
c. Customer Service as a Process
d. Components of a Customer Focused Solution

2. Identifying Customers
a. Identifying your Customers
b. The Pareto principle & customers
c. Internal & External Customers
d. Internal Customers & the Organization
e. Effects of Poor Internal Service

3. Knowing your Customer
a. What do customers want?
b. Features & Benefits
c. Customer Expectations
d. Customers – Why and How?

4. Losing Customers
a. Hierarchy of Service
b. Loyalty and Switching Costs
c. Why do Customers leave?
d. Obstacles to customer service
e. Crises in customer service
f. Continuous Improvement
g. Realism in Customer Service
h. Commitments

5. Culture & Standards
a. The Customer Service Culture
b. Innovation in Customer Service
c. Characteristics of Excellent Service
d. Excellent Customer Service
e. Moments of Truth
f. The Cycle of Service
g. Standards in Customer Service

6. Communicating with Customers
a. Listening to Customers
b. Quality Assurance – Definition
c. Listening Tools
d. Communication
e. Communication Challenges
f. Consistency
g. The Communication Process

7. Customer Styles
a. The DISC Approach
b. Angry Customer
c. Complaining Customer

8. Complaints
a. Complaint Handling Systems

Benefits of the course

1. Understand the vital importance of the customer to any organization.
2. See the value in having excellent service for both internal and excellent customers
3. Identify the factors that can prevent an organization from maximizing customer value
4. Understand how to critically look at the customer service levels and to establish if the organization is truly customer driven
5. Identify different customer types and interact appropriately with them.

USP of the course

This is an interactive multimedia course, combining animated text, videos & professional voiceover, that will keep learners engaged throughput the learning process. There are periodic “check for understanding” to ensure that learners fully understand the course material. There is an assessment at the end of the course. Learners can make unlimited number of attempts for the assessment. Completing the course & successfully passing the assessment will lead to a “Certificate of Completion”.

For any query give a miss call:

08587999769

Here is a sample for the course completion certificate which you will receive after complete the course. This certificate is widely accepted across industries and will boost your chances to grab the job opportunities.

Mail us at: [email protected] with below details to receive your certificate:

• Name
• Course Name
• Date of Completion
• Address