CRM: An Introduction to Customer Relationship Management Online Bundle, 2 Certificate Courses
Learn About Customer Relationship
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US$129
Save US$660 (84%)OFF RRP US$789
Get CRM: An Introduction to Customer Relationship Management, and Customer Service Training - Managing Customer Service in this Bundle
1. CRM: An Introduction to Customer Relationship Management: Learn About Customer Relationship
Take a look in your wallet. How many points, rewards, and loyalty cards do you have? These are all examples of Customer Relationship Management (CRM) programs. What does your company offer to reward existing customers and gain new ones?
This course will teach you how to make a decision about the need for CRM, the benefits of CRM, and how to coordinate the base requirements for a CRM undertaking.
2. Customer Service Training Online - Managing Customer Service: Learn About The Elements Of Customer Service
Like all business values, a customer service focus must be demonstrated from the top down. Customer service leaders have a responsibility to demonstrate good leadership practices as well as good customer service practices. This course will share several leadership models that you can use to successfully lead a customer service team.
In this customer service training online course, you will learn about the six critical elements of customer service. You will also learn about Paul Hersey and Ken Blanchard’s Situational Leadership II® model, servant leadership, and the five practices in James Kouzes and Barry Posner's “The Leadership Challenge.”
Receive Lifetime Access to Course Materials, so you can review at any time.
For comprehensive information on units of study click the units of study tab above.
This is an incredible opportunity to invest in yourself and your future, sharpen your training skills and learn what it takes to create your own success with Courses For Success Today!
Course Fast Facts:
- All courses are easy to follow and understand
- Only 6 to 8 hours of study is required per course
- Unlimited lifetime access to course materials
- Study as many courses as you want
- Delivered 100% on-line and accessible 24/7 from any computer or smartphone
- You can study from home or at work, at your own pace, in your own time
- Certificates
Course Delivery
Courses are accessed online via our learning management system by any device including PC, MAC, tablet or Smart Phone.
Recognition & Accreditation
The courses offered by Courses For Success are unique as they are taught in a step by step process enabling students to complete them quickly and easily, so that you can obtain your qualification sooner. All students who complete the course receive a certificate of completion. Courses For Success is committed to high completion rates and therefore 100% student satisfaction.
Receive Lifetime Access to Course Materials, so you can review at any time.
CRM: An Introduction to Customer Relationship Management Online 2 Course Bundle includes the following courses, below is a summary of each course:
Course 1 - Certificate In CRM: An Introduction to Customer Relationship Management Online Course
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
- Burst Water Pipe
- Call Center
Session 2: What is Crisis Management?
- Defining Terms
- What Makes a Crisis?
- The Crisis Management Team
- Creating the Team
Session 3: Training Leaders and Staff
- Training Essentials
- Three Pronged Approach
- Conducting Training
Session 4: Conducting the Crisis Audit
- Why Audit?
- Documentation Audit
- 360 Degree Audit
- Online Audit
- Sample Audit Questions
- Other Audit Considerations
- Using a Risk Matrix
Session 5: Performing a Risk Level Analysis
- The Four Categories
- Case Study, Scenario One
- Case Study, Scenario Two
- Case Study, Scenario Three
Session 6: Developing a Response Process
- Pre-Assignment Review
- Crisis Response Process
- Step Two: Perform Basic Crisis Management Steps
- Step Three: Trigger the Crisis Response Process (If Appropriate)
- Remember: Stay Flexible!
Session 7: Consulting with the Experts
- Considering Your Resources
- Making Connections
Session 8: Incident Management Techniques
- Case Study
- Responding to Incidents
- Incident Related Documentation
- Other Documents
- Investigating Incidents
- Accident Investigation Kit
- Steps to Follow
Session 9: Working Through the Issues
- Model Overview
- The Problem Solving Model
- Keeping an Open Mind
- Solving Problems the Right Way
- Phase One
- Definition
- Analysis
- Analysis
- Phase Two
- Brainstorming
- Checkerboard
- Research and Report
- Phase Three
- Solution Planning Worksheet
- Three Types of Decisions
- Advice from an Expert
- Eight Ingredients for Good Decision Making
Session 10: Establishing an Emergency Operations Center
- EOC Considerations
- Making Connections
- Who is In Charge?
Session 11: Building Business Continuity and Recovery
- Creating Continuity
- Making Connections
- Essential Crisis Plan Elements
Session 12: Walliallia
- Background
- Exercise One: Gas Line Explosion at Water Plant
- Assignment
- Exercise Two: How are you Feeling?
- Assignment
- Exercise Three: The Last Question
- Assignment
Session 13: Recovering and Moving On
- Initial Adjustments
- Working Things Out
- A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Course 2 - Certificate In Customer Service Training - Managing Customer Service Online Course
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
- Pre-Assignment Article, Part One
- Pre-Assignment Article, Part Two
- Pre-Assignment Article, Part Three
- Making Connections
Session 2: Six Critical Elements
- Element One: A Customer Service Focus
- Making Connections
- Element Two: Defined in Your Organization
- Making Connections
- Element Three: Given Life by the Employees
- Self-Assessment
- Element Four: Problem Solving
- Define the Problem
- Research and Analyze the Problem
- Establish a Criteria List
- List Possible Alternatives
- Evaluate Each Alternative
- Select the Best Alternative(s)
- Making Connections
- Making Connections
- Element Five: Measure It
- Critical Evaluation
- Informal Surveys
- Focus Groups
- Brainstorming
- Benchmarking
- Fish Bone (Cause and Effect, or Root Cause)
- Element Six: Reinforce It
- Additional Rewards
- Developing and Maintaining Relationships
- Phrases for Customer Service Success
- Measurement in Practice
Session 3: Understanding Leadership
- About Leadership
- Director’s Style
- Coach’s Style
- Supporter’s Style
- Delegator’s Style
- Understanding Your Comfort Zone
- Our Comfort Level
- The Cyclical Process
- Managing Performance
- Servant Leadership
- Making Connections
- Onboarding and Orientation
- The First Day
- Your Role as a Leader
Session 4: Five Practices of Leadership
- Challenging, Inspiring, and Enabling
- Challenge the Process
- Making Connections
- Inspire a Shared Vision
- Enable Others To Act
- Making Connections
- Modeling and Heart
- Making Connections
- Practices in Practice
- Pre-Assignment Review
Session 5: A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Entry requirements
Students must have basic literacy and numeracy skills.
Minimum education
Open entry. Previous schooling and academic achievements are not required for entry into this course.
Computer requirements
Students will need access to a computer and the internet.
Minimum specifications for the computer are:
Windows:
- Microsoft Windows XP, or later
- Modern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)
MAC/iOS
- OSX/iOS 6 or later
- Modern and up to date Browser (Firefox, Chrome, Safari)
All systems
- Internet bandwidth of 1Mb or faster
- Flash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)
Students will also need access the following applications:
Adobe Acrobat Reader
Customer Reviews
5 star | 28% | |
4 star | 33% | |
3 star | 31% | |
2 star | 7% | |
1 star | 0% |
Benjamin Russell
23 March 2021 02:02:27 PM

Great course - learned lots

Peter Gyorgyicsek
1 June 2020 04:07:24 PM

Thank you very much of this course. its gave me more knowledge about customer service in general. great course very useful for me. Thanks: PG

Yvonne Van Den Aarsen
24 September 2019 12:35:37 PM

So far so good. I'm at the long assessment stage. Looking forward to putting my knowledge to the test.

Muhammad juniad
19 November 2018 03:00:29 AM

q

Abdul Mueed
13 November 2018 08:22:40 PM

good

Renette Verryne
25 September 2018 05:03:18 PM

I can't express the importance of this course enough to anyone who deals with people on a daily basis. Thank you for the information contained in this course. Wwhat I learned will make a huge difference to my professional life.

Erica Murray
13 September 2018 06:06:15 PM

relevant and easy to follow. Covered the basic must have knowledge when working in customer service. A great addition to anyone's resume and good value for money.

Jocelyn Rangel
16 December 2017 02:04:44 AM

Good app

Summer Harvey
22 May 2017 04:22:48 AM

Like this course.

Cristina Liliana Bica
27 April 2017 10:26:07 PM

I am very satisfied with the course, as I learned how to deal better in case the guests are using vulgar words. As well the importance of the body language when interacting with any customer.

swati tiwari
4 March 2017 05:34:42 AM

Great Course !!

swati tiwari
4 March 2017 05:34:40 AM

Great Course !!

samantha Blatch
19 August 2016 06:05:47 PM

great course thank you

David Brimley
1 July 2018 05:26:38 PM

Very helpful and practical/

Stacey Irene Barnes
23 April 2016 02:05:43 PM

Excellent Course

Jacquelina Rodas
25 July 2018 01:48:34 AM

This course was very informative .

Robert Wales III
13 July 2018 11:09:59 AM

course is ok

Keith J Taylor
21 December 2017 12:44:25 PM

I would recommend this course to all the managers and supervisors in the USPS.

Noemi Jurado
20 December 2017 01:02:29 AM

GREAT COURSE..

Pamela Fabios
8 October 2016 11:13:54 PM

Great course, nice review of what I already knew however, it made me think of ways I can personally improve in order to give the best service possible


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Course Summary
Course ID: | CFS03CRMAI2CB |
---|---|
Delivery Mode: |
Online |
Access: | Unlimited lifetime |
Time: | Study at your own pace |
Duration: | 12-16 Hours for total bundle |
Assessments: | Yes |
Qualification: | Certificate |
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