BEGIN:VCALENDAR VERSION:2.0 PRODID:-//wp-events-plugin.com//7.2.3.1//EN BEGIN:VEVENT UID:1057@x8ti.com DTSTART;TZID=Asia/Kuala_Lumpur:20250407T090000 DTEND;TZID=Asia/Kuala_Lumpur:20250411T130000 DTSTAMP:20241214T184515Z URL:https://x8ti.com/event/customer-service-management-2/ SUMMARY:Customer Service Management DESCRIPTION:Introduction\n\nIn the early 18th century\, the production conc ept of marketing prevailed\, wherein the firms focused on production effic iency and assumed that customers will purchase products that are inexpensi ve and readily available to them. The production concept gradually shifted to the product concept which then deviated to selling concept.\n\nUp unti l the selling concept\, needs of customer were never the focal point of th e marketing operations of the firm. However\, with the onset of the market ing concept in the mid-1950s the scenario began to change. It was recogniz ed that for the long term survival of the company\, customer needs should be prioritized.\n\nInstead of merely manufacturing products and convincing the customer to engage in transactions all the while disregarding their n eed\, experts highlighted that companies should be more active in creating value for customers. Before the marketing concept gained traction\, once the transaction was done customer ceased to be of any importance to the fi rm.\n\nTheir feedback\, satisfaction wasn’t taken into consideration. No w\, this has changed drastically. It has been acknowledged that since toda y’s customer has a wide range of options when it comes to brands and pro ducts\, a firm needs to differentiate itself from competitors by providing distinctive customer service.\n\nIn simple terms\, customer service is pr oviding assistance to customers before\, during and after-sales. However\, the art of customer service requires a much deeper apperception. Customer service management requires segregating customers on the basis of the cus tomer lifecycle\, analyzing customer data to provide services most valuabl e to them and developing long-lasting customer relationships. If done corr ectly\, customer service management results in word-of-mouth marketing and customer retention which ultimately drives company sales.\n\nIt has a muc h wider scope and requires actively dealing with both potential and confir med customers in a manner that would result in repeated sales. It has been settled by many types of research that companies that tend to focus on cu stomer satisfaction are much more profitable.\n\nXcelerate Training Instit ute Talents’ Customer Service Management Training Course appreciates tha t customer service has become an elemental part of companies in today’s marketing era with the majority of firms turning into customer-centrist or ganizations.\n\nCustomer service training is becoming an intrinsic part of employee training not only for new recruits but also for experienced mana gers to impart knowledge of leading-edge tactics and strategies. The sales team should be prepared with the correct attitude and skills while intera cting with customers.\n\nLearning Objectives\n\nUpon successful completion of the ‘Customer service management training course’\, the participan t shall be able to:\n\n Develop skills for generating customer satisfacti on and customer loyalty\n Understand the importance of customer follow-up and feedback\n Convert prospects into customers and cultivate a long-las ting relationship with them\n Utilize various metrics and tools such as c ustomer 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 Manag ement Games\n Role playing/modelling\n Presentations\n\nXcelerate Traini ng Institute Talent Solutions follows the ‘Do-Review-Learn-Apply’ mode l.\n\nBenefits For Your Organization\n\nParticipants who successfully comp lete the Customer Service Management training course will benefit their or ganization in the following manner:\n\n Help in driving up sales through customer retention\n Develop competitive edge in the industry through dif ferentiated customer service\n Help cost-cutting through lowering the cos t of acquisition of customers\n Instill brand recognition in the market\n Develop customer advocacy\n Increased word-of-mouth marketing from sati sfied customers\n\nBenefits For You\n\nSuccessful completion of the course shall benefit participants in the following ways:\n\n Cultivate a dynami c and adaptable attitude as the needs of customers differ from person to p erson\n Develop positive and persuasive speaking skills\n Acquire the ab ility to emotionally connect with the customer\n Learn the ability to use various marketing metrics and analytics\n\nTarget Audience\n\n Senior ma rketing managers/Marketing heads\n B2B marketers\n Sales professionals\n Sales analysts\n Aspiring marketing and sales professionals\n Relation ship managers\n Start-up founders\, entrepreneurs\n\nCourse Outline\n\nUn derstanding Customer Relationship Management\n\n Generations of CRM: func tional CRM\, social CRM\, etc.\n Customer value\n Strategic CRM\n Custo mer service management as a part of CRM\n\nOverview of Customer Service Ma nagement\n\n Types of customer needs\n Customer values\n Types of custo mer services\n Customer service channels\n Team building for success\n\n Customer Lifecycle Management (CLM)\n\n Stages of CLM\n CLM implementati on\n Understanding purchase funnel\n Customer retention\n Strategies fo r customer retention\n\nCustomer Service Management Strategy\n\n Setting up customer service KPI’s\n Building a reliable feedback system\n Unde rstanding customer journey\n Customer portfolio management\n\nTechnologic al Tools for Customer Service Management\n\n Customer lifetime value\n C ustomer perceived value\n Developing customer loyalty\n Data mining\n S alesforce automation\n\nMarketing of Services\n\n Relevance of customer s ervice in hospitality\, banking\n Understanding service customer and deli very process\n Common encounter situations\n Positioning of services\n GAP model of service quality\n\nCustomer Service Evaluation\n\n Measureme nt of customer service effectiveness\n Customer waiting time\n First\, c all resolution\n Cross-selling opportunities\n Bench-marking of services \n\nCustomer Service in E-business\n\n Online supply chain management\n Customer relationships 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:Kuala Lumpur Training Courses\, Banyan Tree Kuala Lumpur\, Kuala L umpur\, Malaysia\, Malaysia X-APPLE-STRUCTURED-LOCATION;VALUE=URI;X-ADDRESS=Banyan Tree Kuala Lumpur\, Kuala Lumpur\, Malaysia\, Malaysia;X-APPLE-RADIUS=100;X-TITLE=Kuala Lumpur Training Courses:geo:0,0 END:VEVENT BEGIN:VTIMEZONE TZID:Asia/Kuala_Lumpur X-LIC-LOCATION:Asia/Kuala_Lumpur BEGIN:STANDARD DTSTART:20240407T090000 TZOFFSETFROM:+0800 TZOFFSETTO:+0800 TZNAME:+08 END:STANDARD END:VTIMEZONE END:VCALENDAR