Module 01: Introduction to Customer Relationship Management (CRM) | |||
Introduction to Customer Relationship Management (CRM) | 00:22:00 | ||
Module 02: CRM Fundamentals | |||
CRM Fundamentals | 00:22:00 | ||
Module 03: CRM Strategies | |||
CRM Strategies | 00:33:00 | ||
Module 04: CRM Databases | |||
CRM Databases | 00:21:00 | ||
Module 05: Deepening Customer Relationship | |||
Deepening Customer Relationship | 00:23:00 | ||
Module 06: Handling Customer Complaints | |||
Handling Customer Complaints | 00:22:00 | ||
Module 07: Introduction to Customer Service | |||
Introduction to Customer Service | 00:23:00 | ||
Module 08: What’s Different about Good Customer Service? | |||
What’s Different about Good Customer Service? | 00:12:00 | ||
Module 09: Customer Service Communication Strategies | |||
Customer Service Communication Strategies | 00:24:00 | ||
Module 10: Building Rapport Over the Phone | |||
Building Rapport Over the Phone | 00:24:00 | ||
Module 11: Active Listening and Managing Tough Callers | |||
Active Listening and Managing Tough Callers | 00:28:00 | ||
Module 12: Problem Solving over the Phone | |||
Problem Solving over the Phone | 01:04:00 | ||
Module 13: Time Management | |||
Time Management | 00:35:00 | ||
Module 14: Record Keeping and Filing Systems | |||
Record Keeping and Filing Systems | 00:28:00 | ||
Module 15: Essential Skills in Supervision | |||
Essential Skills in Supervision | 00:29:00 | ||
Module 16: Communication Skill Development | |||
Communication Skill Development | 00:22:00 | ||
Mock Exam | |||
Mock Exam – Customer Service Agent | 00:20:00 | ||
Final Exam | |||
Final Exam – Customer Service Agent | 00:20:00 |
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