Master Guide Customer Service 2025
Topic Training :
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Basic Customer Service
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Telephone Customer Service
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Internal Customer Service
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Dealing With Difficult Customer
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Customer Centricity
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Customer Service Excellence
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Certified Customer Relationship Management
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Customer Retention and Loyalty
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Taking ownership & accountability
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Coaching Customer Service Skills
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Customer Experience Management
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Advanced Customer Service Skills
Customer Centricity
Setelah berhasil menyelesaikan Program Pelatihan Customer Centricity, peserta diharapkan akan mampu :
- Menciptakan pengalaman pelanggan (Customer Experience) yang positif di sepanjang perjalanan pelanggan (Customer Journey)
- Memahami peran setiap karyawan dalam mengembangkan budaya yang berpusat pada pelanggan
- Meningkatkan kepuasan pelanggan dengan menciptakan pengalaman yang dipersonalisasi bagi pelanggan
- Merancang program yang berpusat pada pelanggan yang akan membantu meraih keunggulan kompetitif di pasar
- Menyelaraskan produk dan proses dengan kebutuhan pelanggan dan meningkatkan perjalanan pelanggan
- Meningkatkan retensi pelanggan melalui program yang lebih berpusat pada pelanggan dan dengan demikian mengurangi biaya akuisisi pelanggan
- Memperoleh pengetahuan tentang praktik dan aplikasi terbaru yang digunakan untuk tujuan yang berpusat pada pelanggan.
Module 1 : Understanding Customer Centricity
- Interrelatedness between customer service, customer experience and customer centricity
- Product centricity vs. customer centricity
- Delivering on customer centricity
- Customer centric data model
- Developing customer centric culture
- Challenges and difficulties encountered in becoming customer centric organization
Module 2 : Customer Equity
- Brand equity
- Customer vs. brand equity
- Calculating customer equity
- Ways to increase customer equity
Module 3 : Customer Lifetime Value
- Customer lifetime value calculation methods: lifespan formula, predictive formula
- Customer profitability and lifetime value
- Value creation through supply chain management
- CLV model: Pareto model, etc.
Module 4 : Customer Relationship Management
- Internal and external relationship
- Transactional approach vs. relationship approach
- Customer profile analysis
- Strategic CRM planning and implementation
Module 5 : Developing Competitive Advantage
- Creating economic value
- Creating superior value
- Customer value creation
Module 6 : Developing Customer-centric Strategy
- Customer value proposition
- Problem-solving approach
- Customer-centric selling
- Customer innovation
- Utilizing customer feedback in strategy formulation
Module 7 : Enhance the Customer Service Experience
- Customer acquisition
- Customer loyalty
- Measuring customer satisfaction