CUSTOMER RELATIONSHIP COURSE OUTLINE

MANAGE CUSTOMER COMMUNICATION

• Define communication
• Channels of communication
• Communication process
• Importance of effective communication
• Storage of communication records
• Confidentiality of communication process of records.

CUSTOMER RELATIONSHIP

• Importance of customer segmentation
• Basis of customer classification
• Customer type
• Industry
• Income level
• Demographic factors
• Customer needs
• Recognition
• Importance of recognition

INDUCT CUSTOMER LOYALTY PROGRAMS.

• Define loyalty programs
• Importance of loyalty
• Loyalty measurement tools
• Loyalty level determination process
• Pros and cons of the loyalty program.

MONITOR CUSTOMER SATISFACTION

• Define customer satisfaction
• Importance of customer satisfaction
• Customer satisfaction matrix
• Customer satisfaction indices
• Customer satisfaction monitoring process
• Customer satisfaction improvement
• Customer satisfaction maintenance
• Handling dissatisfied customers