Customer Service Management

Overview The main objectives in this training is to equip business owners and business executives in planning, developing, managing, and evaluating customer service process starting from establishing the foundation of service philosophy to the implementation of the service program into practice.

Objectives

After joining this course, the participants will be able to:

  • Understanding the service philosophy.
  • Identifying customer expectation.
  • Investigating service gap.
  • Developing customer service standard.
  • Evaluating customer service performance.
  • Conducting service recovery.

Target Participants

  • Business Owner
  • CRM Manager & SPV
  • General Manager
  • Marketing Manager
  • Academicians

Course Content

  1. Marketing Philosophy
  • Overview of marketing
  • Basic marketing principle
  1. Marketing Research
  • Quantitative market research
  • Qualitative market research
  1. Market Segmentation
  • Segmentation dimension
  • Individual and Business customer
  1. Market Targeting
  • Identifying potential segment
  • Profiling potential segment
  1. Market Positioning
  • Unique selling proposition
  • Brand positioning
  1. Product Strategy
  • Types of product strategy
  • Product strategy workshop
  1. Pricing Strategy
  • Types of pricing strategy
  • Pricing strategy workshop
  1. Distribution Strategy
  • Types of distribution strategy
  • Handling the complaint
  • Service recovery
  1. Promotion Strategy
  • IMC Concept
  • Advertising & Sales Promotion
  1. Promotion Strategy
  • Personal Selling
  • Social Media & Publicity

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