WSQ CRM-Customer service (SF) (Synchronous and Asynchronous E-Learning)
About This Course
At the end of the course, learners attaining the following Learning Outcomes is the objective of this course.
Knowledge
• Define the basics of customer service management and how it relates to customer support.
• Explain the importance of managing customer support requests promptly and efficiently.
• Identify the key features of CRM Customer Service and how they can be utilized to improve customer service.
• Describe the different customer feedback collection and analysis methods available in CRM.
• Interpret the reports and understand the analytics features of CRM Customer Service.
Skills
• Create and manage customer service tickets using CRM to ensure the timely resolution of customer issues.
• Utilise CRM Customer Service tools to manage customer support requests and provide exceptional customer service.
• Track customer feedback to identify areas for improvement and make data-driven decisions.
• Analyze customer service performance using CRM's reporting and analytics features to identify trends and areas for improvement.
• Utilise CRM's reporting and analytics features to make data-driven decisions and optimise customer service processes.
What You'll Learn
Throughout this course, learners will learn how to use CRM Customer Service tools to manage customer support requests and provide exceptional customer service. Learners will also learn how to create and manage customer interaction, track customer feedback, and analyze customer service performance using the platform's built-in tools.
In this module, learners will learn how the CRM platform can help improve an organization’s customer support and service management processes. This module will give the learners practical skills and knowledge to manage customer interactions and feedback effectively.
By the end of this module, learners will be able to use CRM Customer Service tools proficiently, ensuring efficient customer service and effectively tracking and analyzing customer service performance through the platform's reporting and analytics tools.
Entry Requirements
Academic Qualification - Minimum one credit in N level
English Proficiency - Minimum IELTS 5.5 or its equivalent