Having positive interactions with your customers is one of the most effective ways to ensure you're providing excellent customer service. However, customers’ expectations have evolved over time, and so too have customer service strategies. Many organizations are improving their customer relationships and customer satisfaction levels by moving beyond traditional methods of gaining client feedback, such as from customer satisfaction surveys. Instead, these companies are engaging in real-time conversations with their customers through various technologies, such as social media and wireless Internet. And they're integrating customer relationship management (CRM) with knowledge management to further support and enhance their existing efforts. This course provides insight into the role of social media and mobile technologies in supporting customer-focused service cultures. And it looks at how these technologies can generate a direct and positive impact on an organization’s customer service levels and, ultimately, competitive position.

Learning objectives

  • Match each of the advantages of social media in customer-focused service to examples
  • Identify ways to measure social media's ROI
  • Recognise examples of the benefits of knowledge management in customer-focused service
  • Describe how knowledge management is used in customer interaction
  • Identify key concepts associated with mobile CRM
  • Recognise the advantages of understanding how mobile technology is applied in customer service

Audience

Managers and leaders who want to develop their skills for approaching and implementing customer-focused service strategies.

60 Minutes

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