Know your Customer – A Way to Business Success

Know your Customer – A Way to Business Success, available at $19.99, with 87 lectures.

You will learn about Students will learn different concepts of management Students will learn how to Measure customer expectations Students will learn how to gaps in measuring customer expectations Relationship Marketing Service failures, complaints and strategies to recover it Strategies for Customer satisfaction etc.. This course is ideal for individuals who are Everyone who deals with customer and customer service or Business Development Officer or Customer Relationship Manager or Customer Service Supervisor It is particularly useful for Everyone who deals with customer and customer service or Business Development Officer or Customer Relationship Manager or Customer Service Supervisor.

Enroll now: Know your Customer – A Way to Business Success

Summary

Title: Know your Customer – A Way to Business Success

Price: $19.99

Number of Lectures: 87

Number of Published Lectures: 87

Number of Curriculum Items: 87

Number of Published Curriculum Objects: 87

Original Price: $19.99

Quality Status: approved

Status: Live

What You Will Learn

Students will learn different concepts of management
Students will learn how to Measure customer expectations
Students will learn how to gaps in measuring customer expectations
Relationship Marketing
Service failures, complaints and strategies to recover it
Strategies for Customer satisfaction etc..

Who Should Attend

Everyone who deals with customer and customer service
Business Development Officer
Customer Relationship Manager
Customer Service Supervisor

Target Audiences

Everyone who deals with customer and customer service
Business Development Officer
Customer Relationship Manager
Customer Service Supervisor

As you enroll in this course we believe you are interested to learn about “knowing your customer to grow your business towards success.

Understanding customers is the key to giving them good service. But great customer care involves getting to know your customers so well that you can anticipate their needs and exceed their expectations. To understand your customers well, you need to be attentive to them whenever you are in contact with them.

This course is not only for business owners as it says growing your business, it is for everyone who deals with customers. Some of the examples we can give are

• Business Development Officer

• Customer Relationship Manager

• Customer Relationship Specialist

• Customer Service Supervisor

• Customer Service Executives

But customers are there for every business, right? So this course is for everyone.

To develop your business, to sell your product or services it is necessary to first know what your customer wants or expects from you. So in this course, we will learn topics like

· Basics of Management

· Growth of services

· Measuring customer expectations

· Gaps in measuring customer expectations

· Closing these gaps

· Increasing customer experience towards your business

· Relationship Marketing

· Customer Relationship management

· Service failures, complaints, and strategies to recover it

· Strategies for Customer satisfaction etc..

This course will not only have the lecture-type content but also case studies as well as understanding concepts with the help of real-life scenarios.

Hope you like this course and do not forget to give your feedback.

Course Curriculum

Chapter 1: Introduction

Lecture 1: Introduction to the course

Chapter 2: Basics of Management and Service

Lecture 1: Introduction

Lecture 2: Definition of Management

Lecture 3: Definition of Service

Lecture 4: Types of Processing Services

Lecture 5: Types of Contact Services

Lecture 6: Reasons Behind the Growth of the Service Industry

Lecture 7: Features of Services

Chapter 3: Service Marketing

Lecture 1: Introduction to service marketing

Lecture 2: Why focus on services

Lecture 3: Definition of Service Marketing

Lecture 4: Classification of Service Marketing

Lecture 5: Examples of services

Lecture 6: Career in Service Marketing

Lecture 7: Example of Service Interaction

Lecture 8: Old and New Perspective of Service

Chapter 4: Customer Expectations and Gaps in Service

Lecture 1: Introduction to customer expectation

Lecture 2: About KFC

Lecture 3: Customer Gap

Lecture 4: Understanding customer needs : Amazon

Lecture 5: What is The Listening Gap

Lecture 6: Closing the Listening Gap : Apple

Lecture 7: Overcoming The Listening Gap

Lecture 8: The communication Gap 1_Prolouge

Lecture 9: Introduction : Communication Gap

Lecture 10: The communication Gap 1_Case Study – Paradise Yoga Class

Lecture 11: Key Factors Leading to The Communication Gap

Lecture 12: Interactive Session

Chapter 5: Service Expectations

Lecture 1: Service Expectations in Today's World

Lecture 2: Treat Customers Like Human

Lecture 3: Give Immediate Response

Lecture 4: Consistency

Lecture 5: Customers will Share Data for Better Service

Lecture 6: IT industry – in businesses

Lecture 7: Importance of wants and perceptions of customers

Chapter 6: Customer Priorities, Expectations and Experience

Lecture 1: Friends story

Lecture 2: Measuring Customer Priorities

Lecture 3: Service expectations meetings and reviews.

Lecture 4: Customer Experience

Lecture 5: Definition of Customer Experience

Lecture 6: Importance of Customer Experience

Lecture 7: Measuring Customer Experience

Chapter 7: Relationship Marketing

Lecture 1: Prologue- Relationship Marketing

Lecture 2: Introduction to Relationship Marketing

Lecture 3: Definition of Relationship Marketing

Lecture 4: Relationship Marketing Continued

Lecture 5: Maintaining Customer Relationships

Lecture 6: Benefits of Relationship Management

Lecture 7: Customer Relationship Management(CRM)

Lecture 8: Case Study : Amazon

Chapter 8: Customer Relationship Development

Lecture 1: Definition of Relationship Marketing

Lecture 2: Different Stages of Relationship Development

Lecture 3: Relationship Development

Lecture 4: Relationship Dissolution

Lecture 5: Relationship Development Strategies Examples

Lecture 6: Strategies to build long-term relationships with customers

Lecture 7: Collaborative discovery

Lecture 8: Building Trust

Lecture 9: Communication

Lecture 10: Customer lifetime value

Chapter 9: Service Failure and Recovery

Lecture 1: Service Failure

Lecture 2: The Customer Complaint Iceberg

Lecture 3: Case Study : Southwest Airlines

Lecture 4: Service Recovery

Lecture 5: The Little Things Matter

Lecture 6: Encourage and Track Complaints

Lecture 7: Learn From Recovery Experiences

Lecture 8: Learn Froom Lost Customers

Lecture 9: Getting it Right The First Time

Chapter 10: Service Guarantee

Lecture 1: Service Guarantee

Lecture 2: Definition of Guarantee

Lecture 3: Service Guarantee Continued

Lecture 4: Types of Service Guarantees

Lecture 5: Benefits of Service Guarantees

Lecture 6: When or when not to give Service Guarantees

Lecture 7: Who Decides to Give Service Guarantee?

Chapter 11: Customer Satisfaction

Lecture 1: Prologue – Customer Satisfaction

Lecture 2: Introduction

Lecture 3: Understanding Customer Satisfaction

Lecture 4: Definition of customer satisfaction

Lecture 5: Achieving Customer Satisfaction

Lecture 6: Perfect Product

Lecture 7: Delivery by a Caring, Friendly Person

Lecture 8: Timely Delivery

Lecture 9: The support of an effective problem resolution process

Lecture 10: Conclusion

Lecture 11: Wrapping the course

Instructors

MKCL India
Creating a Knowledge Lit World

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