Customer Relationship Building

Course Overview

This course covers foundational concepts related to the customer journey and customer expectations and then expands into relevant customer service concepts, including leading a customer-centric organisation and measuring customer service through metrics.

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Learning Outcome

• Improve customer experience and relationships
• Build a customer-centric organisation
• Apply key metrics like CRM to manage and measure service

Course Content

• Introduction to online learning.
• Overview of the Customer
• Customer Journey
• Building Customer-centric Org
• Leading Customer-centric Org
• Providing Outstanding Service
• Customer Complaint Management
• Measuring Customer Service
• Improving Customer Experience
• Study Week
• Final Online Examination

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