Customer Service - Customer Relationship Management
4.2 (91 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
250 students enrolled

Customer Service - Customer Relationship Management

An introductory course about understanding the management of customer relationship and its different types.
4.2 (91 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
250 students enrolled
Last updated 3/2015
English
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Current price: $20.99 Original price: $29.99 Discount: 30% off
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This course includes
  • 19 mins on-demand video
  • 1 min on-demand audio
  • 4 downloadable resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
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What you'll learn
  • Understand what is CRM
  • Know the types of CRM
  • Knowing the strategies concerning CRM
Requirements
  • Basic understanding of the business industry
  • Knowledge of the English language
  • Completed the Custer Service Foundation course
Description

      Customer Service professionals need to know a whole lot more about the various ways of delivering services to the customers. It is no longer sufficient just to know the basics. 

      There have been so many changes in customer expectations and with service delivery, which is why we have created a completely new series of qualifications and certifications. The Customer Service Certification Pathway has been created to support students in their aim to gain relevant qualifications that practically apply to the ever-changing world of customer services. 

      The Customer Certification Pathway has three main parts: The Customer Service Foundation Program, Customer Service Intermediate Program, and the Customer Service Expert Program. 

      First part is the The Customer Service Foundation Program which focuses on the fundamentals, general knowledge, terminology and basic concepts used in Customer Service. You must complete this level as a pre-requisite for sitting the Customer Service Intermediate Exam. 

      Next on the Certification Pathway is the Customer Service Intermediate Program which is made up of 8 courses. All Intermediate topics include (in no particular order): 

      ·Communication Strategies 

      ·Contact Centers 

      ·Making Decision and Assertiveness 

      ·Delivering presentations and Public Speaking 

      ·Conflict Resolution 

      ·Customer Relationship Management 

      ·Sales 

      ·Retail 

      From the eight Customer service Intermediate programs that are available, you will select a minimum of five programs in order to be eligible to sit the Intermediate Exam and progress to the Expert program, each Intermediate program will earn you 3 points toward your Customer Service Expert Certificate (minimum 17 points entry requirement). There is an examined component at this level. The exam consists of 50 multiple choice questions, related to the subjects you have chosen. 

      The next and final level is Customer Service Expert program. This is specifically aimed at Customer Service Supervisors and Managers who wish to consolidate their knowledge and experience and achieve formal recognition of their skills. 

    Please note: No individual exam is available for this course. The Intermediate exam is available which covers this topic however we recommend completing courses from the above list to better prepare for the exam.   

Who this course is for:
  • Anyone looking to gain an understanding of Customer Relationship Management for Customer Service and its practical application in the business environment.
Course content
Expand all 13 lectures 37:22
+ CRM - What is it?
2 lectures 03:24

This lecture will discuss the definition of customer relationship management.

Preview 01:36

This lecture will talk about front and back office operations, business relationships, and analysis involved in customer relationship management.

Preview 01:48
+ CRM Types
3 lectures 06:37

This lecture will identify the definition and differences between operational and analytical CRM.

Preview 02:28

This lecture will define and discuss sales intelligence CRM, campaign management, and collaborative CRM.

Preview 02:05

This lecture will define and discuss Consumer Relationship, Simple, and Social CRM.

Preview 02:04
+ Strategy
2 lectures 05:44

This lecture will talk about strategy and implementation involved in customer relationship management.

Strategy and Implementation
03:42

This lecture will discuss privacy and data security system, market structures, and challenges in customer relationship management.

Privacy and Data Security System, Market Structures and Challenges
02:02
+ Course Resources
1 lecture 00:00

This e book contains the section of Customer Relationship Management of the Customer Service Intermediate course in a PDF format.

Customer Relationship Management Course Reading
15 pages
+ Certification
4 lectures 02:45
Exam and Evaluation Information
01:18

The Customer Service Intermediate Program is made up of 8 courses. For you to be eligable to sit in the official Certification exam, you need to complete 5 courses of the 8 courses to qualify to sit the Customer Service Intermediate exam and continue along the Customer Service Pathway.

All 8 Intermediate topics inlcude (in no particular order):

    ·Communication Strategies

    ·Contact Centers

    ·Making Decision and Assertiveness

    ·Delivering presentations and Public Speaking

    ·Conflict Resolution

    ·Customer Relationship Management

    ·Sales

    ·Retail

Once you've completed the 5 courses, email our exam department at exams@artofservice.com.au to purchase your exam voucher and sit your final exam. Access includes the complete Customer Service Intermediate Certification Book (which includes all 8 courses), a step-by-step procedure on how to take the final exam and how to obtain your exam certification.

We suggest that you read the complete Customer Service Intermediate Certification Book before you take the exams so that you may be able to review that chapters you did not select.

You will receive a PDF certificate through your email upon passing the examination.

Final Exam
1 page

We are always in the process of improving our courses and procedures for a better learning experience for our students. Your input is very important to us.


Follow the step-by-step procedure on taking the evaluation and receiving your certificate of completion.

Evaluation Form
1 page

A final message from our CEO.

Conclusion - Final Lecture
01:27