Customers' Service ManagementLaajuus (3 ECTS)

Objective

The Service Representative course introduces customer service professionals to the fundamental principles and techniques required for excellent customer service delivery. As the first, or principle, line of contact with customers, this professional has a unique and challenging opportunity to influence customer perception and loyalty. The course teaches critical skills in professionalism: communication, management of the call, the customer, and job stress as well as service cross selling in the onsite class.

Content

Introduction and Foundations of CRM:
• Attracting the customers - Identification of the potential customers
• Hooking the customers - Convincing the customers with value proposals
• Developing the customer relationship - Developing joint win-win-situations and relationships
• Maintaining the customer relationship - Keeping up the relationship
• Customer Relationship Management application development
• CRM systems and integration to other critical systems of the companies
• Practical cases of the use of CRM in companies.

Building up competitive advantage by CRM: CRM applications and the interfaces with other operational applications: Key challenges in the development of CRM applications.

Assessment criteria, satisfactory (1)

Written assignment chosen from 2 sales areas.

Assessment criteria, good (3)

Written assignment chosen from 4 sales areas.

Assessment criteria, excellent (5)

Written assignment chosen from 6 sales areas.