Customer Service and Relationship Management (CSRM)

239 students

CUSTOMER SERVICE AND RELATIONSHIP MANAGEMENT (CSRM)

We are exposed to customer service (of one kind or another) at least once a day, every day of the week, fifty-two weeks of the year.  There is times when individuals, organizations and companies take the provision of good service, and the people who deliver it, for granted.  We should not – giving top quality Customer Service is an art form.

Customers love and cherish companies that treat them the way they (the customer) want to be treated.  People are now prepared to pay more for good service.  So the providers of the good service – YOU – are gems beyond price these days.

Whatever your reasons for considering this course, we can promise you that you will get even more than you might have thought from its contents.  You will most likely pick up things you might not have considered before, or even been aware of – CRM for example!

COURSE OBJECTIVES:
At the end of this course you will be able to:

  • Enhance existing customer service skills and develop new techniques to improve your customer’s experience
  • Understand your own impact on customers and identify ways to improve it
  • Understand the characteristics of ‘The Likeable Organization’ and apply them
  • Measure the importance of CRM for business success
  • Identify how effective CRM will improve business performance
  • At the end of this course you will:
  • Have an action plan to implement on your return to work, enabling you to apply your learning with immediate effect and improve your performance in managing customer relationships
  • Assess your own impact on customers and will have identified ways to improve it
  • Have a “toolkit” that will facilitate the building of effective customer relationships, where the customer views you as a strategic partner
  • Be able to identify how effective CRM will improve business performance.

At the end of this course, candidate would be awarded Associate Professional in Customer Service and Relationship Management (APCSRM) certification from the Resources Management Certification Institute (RMCI.UK). There are other advanced certifications like the Professional in Customer Service and Relationship Management (PCSRM) and Senior Professional in Customer Service and Relationship Management (SPCSRM).

 

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₦40,000.00 ₦20,000.00

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