Course Description
Skillsoft is your trusted global provider of high-quality, innovative, cloud-based learning with all aspects of e-learning covered including Business Skills and Leadership, IT Skills and Certification, Digital Skills and Compliance. Skillsoft engages learners with interactive courses, enlightening videos and practical simulations, allowing for learning in the modality that works best for them.
The following courses are included in this purchase:
- Customer Focus
Course Details:
Access Timeframe
6 month access to course content beginning on date of registration.
Certificate Info:
Type of Certification
Certification of Completion
Format of Certification
Digital and Print
Method of Obtaining Certification
Certificate of Completion can be accessed and printed from the learner's Skillport Account.
Additional Details
The completion certificates can be awarded only for assets that can be marked completed like courses, business impact/challenge series, testprep. The passive assets like books/videos would not be completed and certificates cannot be awarded.
Course Outline
OVERVIEW
Understanding your customers' expectations and behaviors is essential to implementing a successful customer-focused service approach. But how do you get to the core of what your customers truly value? This course explores what customers value from a service perspective and how to identify their needs and expectations. It also examines how you can use customer relationship management tools to help identify and manage customer expectations in order to maintain competitive advantage.
TARGET AUDIENCE
Managers and leaders who want to develop their skills for approaching and implementing customer-focused service strategies
DURATION
1.0 hours
OBJECTIVES
Identifying and Managing Customer Expectations
Understanding your customers' expectations and behaviors is essential to implementing a successful customer-focused service approach. But how do you get to the core of what your customers truly value? This course explores what customers value from a service perspective and how to identify their needs and expectations. It also examines how you can use customer relationship management tools to help identify and manage customer expectations in order to maintain competitive advantage.
TARGET AUDIENCE
Managers and leaders who want to develop their skills for approaching and implementing customer-focused service strategies
DURATION
1.0 hours
OBJECTIVES
Identifying and Managing Customer Expectations
- match ways of getting feedback from customers to when it's appropriate to use each technique
- apply the steps involved in exploring customers' needs in a given scenario
- recognize how CRM helps you manage customer expectations
OVERVIEW
To create a customer-focused organization, you need an in-depth understanding of what types of customer-focused tools and solutions are available. And you must know the level of customer focus that you're seeking to achieve. As a manager, you also need to know how to select the most appropriate implementation strategy that aligns with your organization's capabilities and its objectives. This will help you to create stronger, more valuable, and lasting relationships and experiences for your customers. This course provides direction on how to approach, implement, and sustain effective customer-focused service strategies in order to increase your organization's competitive advantage.
TARGET AUDIENCE
Managers and leaders who want to develop their skills for approaching and implementing customer-focused service strategies
DURATION
1.0 hours
OBJECTIVES
Creating and Sustaining a Customer-focused Organization
To create a customer-focused organization, you need an in-depth understanding of what types of customer-focused tools and solutions are available. And you must know the level of customer focus that you're seeking to achieve. As a manager, you also need to know how to select the most appropriate implementation strategy that aligns with your organization's capabilities and its objectives. This will help you to create stronger, more valuable, and lasting relationships and experiences for your customers. This course provides direction on how to approach, implement, and sustain effective customer-focused service strategies in order to increase your organization's competitive advantage.
TARGET AUDIENCE
Managers and leaders who want to develop their skills for approaching and implementing customer-focused service strategies
DURATION
1.0 hours
OBJECTIVES
Creating and Sustaining a Customer-focused Organization
- determine the level and scope of organizational customer focus in a given scenario
- implement a customer-focus strategy in a given scenario
- recognize examples of how customer focus can be sustained in an organization
OVERVIEW
Having positive interactions with your customers is one of the most effective ways to ensure you're providing excellent customer service. However, customers’ expectations have evolved over time, and so too have customer service strategies. Many organizations are improving their customer relationships and customer satisfaction levels by moving beyond traditional methods of gaining client feedback, such as from customer satisfaction surveys. Instead, these companies are engaging in real-time conversations with their customers through various technologies, such as social media and wireless Internet. And they're integrating customer relationship management (CRM) with knowledge management to further support and enhance their existing efforts. This course provides insight into the role of social media and mobile technologies in supporting customer-focused service cultures. And it looks at how these technologies can generate a direct and positive impact on an organization’s customer service levels and, ultimately, competitive position.
TARGET AUDIENCE
Managers and leaders who want to develop their skills for approaching and implementing customer-focused service strategies.
DURATION
1.0 hours
OBJECTIVES
Customer-focused Interaction
Having positive interactions with your customers is one of the most effective ways to ensure you're providing excellent customer service. However, customers’ expectations have evolved over time, and so too have customer service strategies. Many organizations are improving their customer relationships and customer satisfaction levels by moving beyond traditional methods of gaining client feedback, such as from customer satisfaction surveys. Instead, these companies are engaging in real-time conversations with their customers through various technologies, such as social media and wireless Internet. And they're integrating customer relationship management (CRM) with knowledge management to further support and enhance their existing efforts. This course provides insight into the role of social media and mobile technologies in supporting customer-focused service cultures. And it looks at how these technologies can generate a direct and positive impact on an organization’s customer service levels and, ultimately, competitive position.
TARGET AUDIENCE
Managers and leaders who want to develop their skills for approaching and implementing customer-focused service strategies.
DURATION
1.0 hours
OBJECTIVES
Customer-focused Interaction
- match each of the advantages of social media in customer-focused service to examples
- identify ways to measure social media's ROI
- recognize examples of the benefits of knowledge management in customer-focused service
- describe how knowledge management is used in customer interaction
- identify key concepts associated with mobile CRM
- recognize the advantages of understanding how mobile technology is applied in customer service
OVERVIEW
The key to effective communication is practicing good listening skills. This Business Impact explores the concept of active listening and the crucial difference between hearing and understanding.
TARGET AUDIENCE
Salespeople whose job it is to personally sell products or services in a professional, corporate, capacity, along with those in training for such roles.
DURATION
0.1 hours
OBJECTIVES
Listening to Your Customers
The key to effective communication is practicing good listening skills. This Business Impact explores the concept of active listening and the crucial difference between hearing and understanding.
TARGET AUDIENCE
Salespeople whose job it is to personally sell products or services in a professional, corporate, capacity, along with those in training for such roles.
DURATION
0.1 hours
OBJECTIVES
Listening to Your Customers
- Not Available
OVERVIEW
This Challenge Series exercise considers the many ways that business organizations can serve their customers - internal and external.
TARGET AUDIENCE
Mid- to upper-level managers and executives; all high potentials and fast trackers, including individual contributors.
DURATION
0.2 hours
OBJECTIVES
Creating a Customer-focused Organization
This Challenge Series exercise considers the many ways that business organizations can serve their customers - internal and external.
TARGET AUDIENCE
Mid- to upper-level managers and executives; all high potentials and fast trackers, including individual contributors.
DURATION
0.2 hours
OBJECTIVES
Creating a Customer-focused Organization
- Not Available
OVERVIEW
Customers have the power – the power of choice. So how can you make it an easy decision for them to choose you and your company? This Challenge Series exercise explores how to know, meet, and anticipate what your customers are looking for.
TARGET AUDIENCE
Professionals in non-managerial roles who wish to enhance their skills and knowledge in customer focus
DURATION
0.2 hours
OBJECTIVES
Developing Your Customer Focus
Customers have the power – the power of choice. So how can you make it an easy decision for them to choose you and your company? This Challenge Series exercise explores how to know, meet, and anticipate what your customers are looking for.
TARGET AUDIENCE
Professionals in non-managerial roles who wish to enhance their skills and knowledge in customer focus
DURATION
0.2 hours
OBJECTIVES
Developing Your Customer Focus
- Not Available
