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Customer Relationship Management (CRM)

Customer Relationship Management (CRM)

19 STUDENTS ENROLLED

Introduction

In order to prosper in the intensely competitive global marketplace, you need to understand the concept of customer satisfaction since it plays a crucial role within your business.

Description

This Customer Relationship Management (CRM) course is ideal for all individuals accountable for dealing with customers in their day to day jobs. With this course, you’ll explore the reasons and necessity behind performing customer satisfaction surveys and discover various tools and techniques to measure customer loyalty, identify unhappy customers, decrease churn and increase revenue.

Additionally, this course demonstrates how to improve customer retention, turn customers into advocates, boost customer lifetime value, and attract new customers in competitive business environments.

Course design

The course is delivered through our online learning platform, accessible through any internet-connected device. There are no formal deadlines or teaching schedules, meaning you are free to study the course at your own pace.

You are taught through a combination of

  • Video lessons
  • Online study materials
  • Mock exams
  • Multiple-choice assessment

How is the course assessed?

To successfully complete the course you must pass an automated, multiple-choice assessment. The assessment is delivered through our online learning platform. You will receive the results of your assessment immediately upon completion.

While I receive a certificate of completion?

Upon successful completion you will qualify for the UK and internationally-recognised professional qualification and you can choose to make your achievement formal by obtaining your PDF Certificate at a cost of £9 and Hardcopy Certificate for £15.

Why study this course

Whether you’re an existing practitioner or aspiring professional, this course will enhance your expertise and boost your CV with key skills and an accredited qualification attesting to your knowledge.

The Customer Relationship Management (CRM) is open to all, with no formal entry requirements. All you need is a passion for learning, a good understanding of the English language, numeracy and IT, and to be over the age of 16.

Course Curriculum

***Customer Service Training***
Understanding Customer Service
Understanding Customer Service 00:17:00
Identifying Customer Expectations 00:06:00
Providing Excellent Customer Service 00:07:00
Focusing on the Customer
Focusing on the Customer 00:08:00
Customer Service and the Telephone
Customer Service and the Telephone 00:08:00
Handling Complaints
Handling Complaints 00:12:00
Enduring Stress
Enduring Stress 00:13:00
Business Communication
Identifying Basic Communication Techniques 00:09:00
Formal and Informal Communication 00:02:00
Verbal and Non-verbal Communication
Describing Verbal and Non-verbal Communication 00:04:00
Understanding Body Language 00:05:00
Making Effective Presentations 00:10:00
Fundamentals of Productive Meetings 00:08:00
Written Communication
Written Communication 00:13:00
Electronic Communication
Electronic Communication 00:19:00
Communicating with Graphics
Creating Graphics for Business Communication 00:04:00
Communicating Static Information 00:03:00
Communicating Dynamic Information 00:03:00
Effectively Working for Your Boss
Representing Your Boss 00:06:00
Communicating Your Boss’s Decisions 00:03:00
Supporting Your Boss and Colleagues 00:04:00
Building a Partnership with Your Boss 00:13:00
Identifying Goals
Identifying Goals  00:10:00
Effective Energy Distribution
Energy Distribution  00:09:00
Time Logs 00:11:00
Working with Your Personal Style
Personal World View 00:10:00
Strengths  00:09:00
Building Your Toolbox
A Building Your Toolbox  00:10:00
Establishing Your Action Plan
Establishing Your Action Plan  00:11:00
Getting Started with Word
Navigate in Microsoft Word 00:12:00
Create and Save Word Documents 00:24:00
Manage Your Workspace 00:06:00
Edit Documents 00:16:00
Preview and Print Documents 00:04:00
Customize the Word Environment 00:08:00
Formatting Text and Paragraphs
Apply Character Formatting 00:17:00
Control Paragraph Layout 00:19:00
Align Text Using Tabs 00:07:00
Display Text in Bulleted or Numbered Lists 00:03:00
Apply Borders and Shading 00:04:00
Working More Efficiently
Make Repetitive Edits 00:06:00
Apply Repetitive Formatting 00:10:00
Use Styles to Streamline Repetitive Formatting Tasks 00:14:00
Managing Lists
Sort a List 00:05:00
Format a List 00:06:00
Adding Tables
Insert a Table 00:07:00
Modify a Table 00:06:00
Format a Table 00:03:00
Convert Text to a Table 00:04:00
Inserting Graphic Objects
Insert Symbols and Special Characters 00:04:00
Add Images to a Document 00:11:00
Controlling Page Appearance
Apply a Page Border and Color 00:03:00
Add Headers and Footers 00:06:00
Control Page Layout 00:05:00
Add a Watermark 00:04:00
Preparing to Publish a Document
Check Spelling Grammar and Readability 00:07:00
Use Research Tools 00:06:00
Check Accessibility 00:03:00
Save a Document to Other Formats 00:04:00
Getting Started with Microsoft Office Excel 2016
Navigate the Excel User Interface 00:28:00
Use Excel Commands 00:10:00
Create and Save a Basic Workbook 00:19:00
Enter Cell Data 00:12:00
Use Excel Help 00:05:00
Performing Calculations
Create Worksheet Formulas 00:15:00
Insert Functions 00:17:00
Reuse Formulas and Functions 00:17:00
Modifying a Worksheet
Insert, Delete, and Adjust Cells, Columns, and Rows 00:10:00
Search for and Replace Data 00:12:00
Use Proofing and Research Tools 00:07:00
Formatting a Worksheet
Apply Text Formats 00:17:00
Apply Number Format 00:08:00
Align Cell Contents 00:10:00
Apply Styles and Themes 00:12:00
Apply Basic Conditional Formatting 00:11:00
Create and Use Templates 00:07:00
Printing Workbooks
Preview and Print a Workbook 00:10:00
Set Up the Page Layout 00:08:00
Configure Headers and Footers 00:07:00
Managing Workbooks
Manage Worksheets 00:05:00
Manage Workbook and Worksheet Views 00:07:00
Manage Workbook Properties 00:05:00
***Certificate in Handling a Difficult Customer***
Getting Started 00:05:00
The Right Attitude Starts with You 00:25:00
Stress Management (Internal Stressors) 00:35:00
Stress Management (External Stressors) 00:25:00
Transactional Analysis 00:25:00
Why are Some Customers Difficult 00:25:00
Dealing with the Customer Over the Phone 00:35:00
Dealing with the Customer In Person 00:25:00
Sensitivity in Dealing with Customers 00:30:00
Scenarios of Dealing with a Difficult Customer 00:15:00
Following up With a Customer Once You Have Addressed Their Issue 00:12:00
Wrapping Up 00:07:00
***Retail Customer Service Diploma***
Introduction To Retail Customer Service 00:15:00
Understanding Customer Expectations 00:10:00
Customer Value And Satisfaction 00:15:00
Customer Service And Customer Satisfaction In Retailing 00:10:00
Importance of measuring customer satisfaction 00:20:00
Strategic Management 00:30:00
Types of Decision making Process 00:15:00
Provide Customer Service Excellence To The External Customer 00:30:00
Provide Customer Service Excellence To The Internal Customer 00:10:00
Standards of Performance 00:30:00
The Retail Marketing Mix 00:30:00
Levels Of Customer Satisfaction 00:15:00
Brand Loyalty 00:15:00
Customer Satisfaction Questionnaire 00:15:00
Mock Exam
Mock Exam – Customer Relationship Management (CRM) 00:20:00
Final Exam
Final Exam – Customer Relationship Management (CRM) 00:20:00

Course Reviews

4.8

4.8
5 ratings
  • 5 stars4
  • 4 stars1
  • 3 stars0
  • 2 stars0
  • 1 stars0
  1. Thomas Robertson

    5

    Excellent!! Recommended this course to take for all. Too many essential topics are included.

  2. Luke Wilson

    5

    A course of huge resources that helps anyone being one step advanced in Customer Relationship Management.

  3. Jennifer Iqbal

    5

    Too many effective videos are added into the course. Easy to understand. Liked all the modules.

  4. Cerys Thomas

    4

    Brilliant experience!! Learned new features of customer relationship management so easily with a simple workout. Recommended!!

  5. David Sutton

    5

    Completed the course and now working as a Customer support manager on a reputed company.

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