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 Experience Management
Setelah berhasil menyelesaikan Pelatihan Sertifikasi Customer Experience Management (CXM), peserta diharapkan akan mampu :
- Memahami konsep inti manajemen pengalaman pelanggan dan penerapannya dalam dunia bisnis
- Memahami relevansi kepuasan dan loyalitas pelanggan terhadap pertumbuhan bisnis
- Memperoleh keunggulan kompetitif di pasar melalui pengalaman pelanggan yang berbeda
- Meningkatkan retensi pelanggan sehingga menghasilkan bisnis yang berulang
- Memperoleh pengetahuan tentang teknik dan praktik terbaik yang paling sesuai untuk membatasi pengalaman personal bagi pelanggan
- Menghubungkan pelanggan secara emosional dengan merek
- Meningkatkan penjualan untuk meningkatkan pertumbuhan bisnis
- Mengurangi biaya akuisisi pelanggan melalui peningkatan retensi pelanggan
- Mengembangkan preferensi merek dengan basis pelanggan yang tersedia.
Module 1 : Understanding Basics of Customer Experience Management (CEM)
- The evolving role of customers
- What is customer experience management?
- The framework of Customer Experience Management (CEM)
- Customer experience management vs Customer relationship management
- Customer satisfaction, ACSI model
- Customer loyalty, brand loyalty
Module 2 : Customer Experience
- Constructs of customer experience: cognitive, affective, behavioural
- Types of customer experience
- Customer experience index
- Customer experience as part of customer centricity
- Designing customer experience
Module 3 : Customer Journey Mapping
- Creation of journey maps
- Identifying multiple touchpoints
- Identifying KPIs
- Omni-channel marketing
Module 4 : Customer Experience Research Methods
- Quantitative research methods: surveys, customer segmentation
- Qualitative research methods: interviews, observations
Module 5 : Customer Experience Strategy
- Understanding your customers
- Developing customer vision
- Developing customer feedback channels
- Developing emotional association with customers
- Differentiating between customer service and customer experience
- Use of analytics: Net promoter score
Module 6 : Role of Innovation in Customer Experience
- Use of customer experience software
- Marketing automation
- Value co-creation
- Innovation in customer loyalty programs
- Tools and technologies: web analytics, A/B testing etc.
Module 7 : Challenges in Customer Experience
- Dynamic and demanding customers
- Globalization and increased competition
- Customer experience as a differentiator
Module 8 : Use of Communication Channels and Social Networks in Experience Building
- Use of social media marketing
- Virtual customer environment