BEGIN:VCALENDAR VERSION:2.0 PRODID:-//wp-events-plugin.com//7.4.12//EN BEGIN:VEVENT UID:1056@x8ti.com DTSTART;TZID=Asia/Singapore:20260202T090000 DTEND;TZID=Asia/Singapore:20260206T130000 DTSTAMP:20260215T110552Z URL:https://x8ti.com/event/customer-service-management/ SUMMARY:Customer Service Management DESCRIPTION:Introduction\nIn the early 18th century\, the production concep t of marketing prevailed\, wherein the firms focused on production efficie ncy and assumed that customers will purchase products that are inexpensive and readily available to them. The production concept gradually shifted t o the product concept which then deviated to selling concept.\n\nUp until the selling concept\, needs of customer were never the focal point of the marketing operations of the firm. However\, with the onset of the marketin g concept in the mid-1950s the scenario began to change. It was recognized that for the long term survival of the company\, customer needs should be prioritized.\n\nTheir feedback\, satisfaction wasn’t taken into conside ration. Now\, this has changed drastically. It has been acknowledged that since today’s customer has a wide range of options when it comes to bran ds and products\, a firm needs to differentiate itself from competitors by providing distinctive customer service.\n\nXcelerate Training Institute T alents’ Customer Service Management Training Course appreciates that cus tomer service has become an elemental part of companies in today’s marke ting era with the majority of firms turning into customer-centrist organiz ations.\n\nCustomer service training is becoming an intrinsic part of empl oyee training not only for new recruits but also for experienced managers to impart knowledge of leading-edge tactics and strategies. The sales team should be prepared with the correct attitude and skills while interacting with customers.\nLearning Objectives\nUpon successful completion of the ‘Customer service management training course’\, the participant shall be able to:\n\n Develop skills for generating customer satisfaction and c ustomer loyalty\n Understand the importance of customer follow-up and fee dback\n Convert prospects into customers and cultivate a long-lasting rel ationship with them\n Utilize various metrics and tools such as customer lifetime value\, churn rate\, customer service satisfaction rate\, etc.\n Inculcate persuasive communication skills\n Learn to effectively resolve customer complaints\n Successfully retain customers and achieve repeated sales from them\n\nTraining Methodology\n\n Interactive lectures\n Case studies\n Group Discussions\n Problem solving sessions\n Management Ga mes\n Role playing/modelling\n Presentations\n\nXcelerate Training Insti tute Talent Solutions follows the ‘Do-Review-Learn-Apply’ model.\nBene fits For Your Organization\nParticipants who successfully complete the Cus tomer Service Management training course will benefit their organization i n the following manner:\n\n Help in driving up sales through customer ret ention\n Develop competitive edge in the industry through differentiated customer service\n Help cost-cutting through lowering the cost of acquisi tion of customers\n Instill brand recognition in the market\n Develop cu stomer advocacy\n Increased word-of-mouth marketing from satisfied custom ers\n\nBenefits For You\nSuccessful completion of the course shall benefit participants in the following ways:\n\n Cultivate a dynamic and adaptabl e attitude as the needs of customers differ from person to person\n Devel op positive and persuasive speaking skills\n Acquire the ability to emoti onally connect with the customer\n Learn the ability to use various marke ting metrics and analytics\n\nTarget Audience\n\n Senior marketing manage rs/Marketing heads\n B2B marketers\n Sales professionals\n Sales analys ts\n Aspiring marketing and sales professionals\n Relationship managers\ n Start-up founders\, entrepreneurs\n\nCourse Outline\nUnderstanding Cust omer Relationship Management\n\n Generations of CRM: functional CRM\, soc ial CRM\, etc.\n Customer value\n Strategic CRM\n Customer service mana gement as a part of CRM\n\nOverview of Customer Service Management\n\n Ty pes of customer needs\n Customer values\n Types of customer services\n Customer service channels\n Team building for success\n\nCustomer Lifecyc le Management (CLM)\n\n Stages of CLM\n CLM implementation\n Understand ing purchase funnel\n Customer retention\n Strategies for customer reten tion\n\nCustomer Service Management Strategy\n\n Setting up customer serv ice KPI’s\n Building a reliable feedback system\n Understanding custom er journey\n Customer portfolio management\n\nTechnological Tools for Cus tomer Service Management\n\n Customer lifetime value\n Customer perceive d value\n Developing customer loyalty\n Data mining\n Salesforce automa tion\n\nMarketing of Services\n\n Relevance of customer service in hospit ality\, banking\n Understanding service customer and delivery process\n Common encounter situations\n Positioning of services\n GAP model of ser vice quality\n\nCustomer Service Evaluation\n\n Measurement of customer s ervice effectiveness\n Customer waiting time\n First\, call resolution\n Cross-selling opportunities\n Bench-marking of services\n\nCustomer Ser vice in E-business\n\n Online supply chain management\n Customer relatio nships on the internet\n Rating and reviews\n E-commerce service tools\n Case study\n\n \; ATTACH;FMTTYPE=image/jpeg:https://x8ti.com/wp-content/uploads/2024/12/What sApp-Image-2024-12-04-at-1.17.21-PM3.jpeg CATEGORIES:Customer Service LOCATION:Singapore Training Courses\, Shangri-La Singapore Hotel\, Singapor e\, Singapore\, Singapore X-APPLE-STRUCTURED-LOCATION;VALUE=URI;X-ADDRESS=Shangri-La Singapore Hotel\ , Singapore\, Singapore\, Singapore;X-APPLE-RADIUS=100;X-TITLE=Singapore T raining Courses:geo:0,0 END:VEVENT BEGIN:VTIMEZONE TZID:Asia/Singapore X-LIC-LOCATION:Asia/Singapore BEGIN:STANDARD DTSTART:20250202T090000 TZOFFSETFROM:+0800 TZOFFSETTO:+0800 TZNAME:+08 END:STANDARD END:VTIMEZONE END:VCALENDAR