This module is about managing customer relations from an organisational perspective. In it you will find familiar and not so familiar concepts. You will be asked to think from both the customer’s and an organisational point of view and to analyse the elements that shape the customer’s experience and determine organisational strategy.
Target Audience
Middle and Senior Managers
Graduate recruits
Anybody wanting to develop skills and knowledge in a particular management field
Objectives
Define the key principals of customer relations management
Manage customer expectations
Create a customer service orientation
Manage customer dissatisfaction
List Of Contents
Introduction to customer relations management
Understanding the customer
Managing the customer
Creating a service orientation – A strategic perspective
Creating a service orientation – A people perspective
Creating a service orientation – A technology perspective
Managing customer dissatisfaction
Trends in customer relations management
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References
(Normally delivered within 5-10 days)
(Publisher: Select Knowledge) | 
