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Boosting the Value of Customer Service

SECTION 1: CUSTOMER LOYALTY
1
Concept of Customer Loyalty
2
Customer Satisfaction
3
Customer Loyalty
4
Factors Influencing Customer Satisfaction and Loyalty
5
Measuring Customer Satisfaction
6
Importance of Customer Satisfaction
7
Managing Customer Relationship
8
The Value of the Customers
9
Create Service Brand Relationship
10
Customer Relationship Marketing
11
Quiz
SECTION 2: CUSTOMER RELATIONSHIP MANAGEMENT
1
Evaluation of Customer Relationship Management
2
Schools of Thought on CRM
3
Defining CRM
4
Benefits of CRM
5
Quiz
SECTION 3: LEADERSHIP IN CUSTOMER RELATIONSHIP MANAGEMENT
1
What is Leadership
2
Customer Service
3
Importance of Leadership
4
Understanding Customer Expectations
5
Key Performance Indicator (KPI)
6
Strategies to Improve Customer Service
7
Wrapping Up
8
Quiz
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