- Course type: Self-paced
- Available Lessons: 41
- Average Lesson Length: 8 min
Eligible for Certificate: Yes
Certificates show that you have completed the course. They do not provide credit.
Watch a preview:chapter 1 / lesson 1What is a Customer? - Definition & Overview
Course SummaryThis concise course offers engaging instruction on how to create a positive experience for customers. Your company's personnel will learn about all of the aspects of customer engagement with the goal of retaining customers.
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About This Course
Customers dictate the success of a company, regardless of its size. Each section of this course gives your employees an opportunity to learn a spectrum of skills related to creating a satisfactory customer experience. Employees can learn how to craft the customer experience and the roles of the different people involved in the process. They can also learn about identifying the type of customer being served and appropriate approaches.
How It Works
This course can be completed in various ways. Learning needs can be identified and lessons can be assigned accordingly or the lessons can be watched as organized within the course. The lessons can be viewed in a group setting, allowing employees to train together, or on an individual basis, from any device that has an internet connection.
Opportunities available through the use of this course include:
- Concise lessons, offering maximal learning in short time periods
- Timelines for easy monitoring of the employee's progress
- Interactive quizzes, enabling efficient and effective assessment of learning
- Cumulative exams to check overall learning
How It Helps
- Empowers employees - To give a customer a positive, memorable experience, employees must be able to understand the customer.
- Educate managers - The course teaches how to perform internal auditing and gives instruction on the different tools that can be used.
- Improves understanding - Learning about customer loyalty and how to encourage loyalty will help employees and management serve customers in a way that will aid in retention.
|Chapter||Topics & Objectives|
|Managing the Customer Experience||Find out how to manage the customer experience and the roles different employees play in creating this experience.|
|Marketing in Customer Experience Management||Examine the marketing process from customer profiling to marketing workshops.|
|Selling to a Customer||Find out how to effectively sell a product to a customer.|
|Engagement Through Customer-Centricity||Understand how to create a culture that is centered around customer needs.|
|Customer Loyalty & Retention||Distinguish between the Loyalty Loop and Marketing Funnel and review customer loyalty.|
|Internal Auditing||Outline the processes involved in internal auditing and the different tools that can be used.|
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