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Customer-Centric Excellence: Building Lasting Relationships is an online course designed to equip learners with the skills and knowledge needed to create a customer-centric culture and develop long-lasting relationships with customers. The course is divided into three modules that cover a range of topics, including understanding customer needs, customer journey mapping, empathetic communication, feedback management, and customer retention strategies. Through practical exercises and real-world examples, learners will gain hands-on experience in aligning organizational values with customer focus, identifying touchpoints for improvement in the customer experience lifecycle, and implementing continuous improvement strategies to enhance customer satisfaction. By the end of the course, learners will have the tools and techniques to create a customer-centric culture that drives business success. Module 1: Creating a Customer-Centric Culture, Shaping organizational values around customer focus, Aligning team goals with customer satisfaction
Module 2: Customer Journey Mapping and Emotional Intelligence, Understanding the customer experience lifecycle, Identifying touchpoints for improvement, Developing emotional intelligence skills for customer interactions
Module 3: Continuous Improvement Strategies and Implementing Changes, Collecting and analyzing customer feedback and implementing changes for ongoing excellence
Here is the course outline:
1. Introduction to Creating a Customer-Centric CultureThis module will provide a comprehensive introduction to the importance of a customer-centric culture. It will cover how to shape organizational values around a customer focus and align team goals with customer satisfaction. 4 sections
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2. Mastering Customer Journey Mapping and Emotional IntelligenceIn this module, learners will gain an understanding of the customer experience lifecycle, identify touchpoints for improvement and develop emotional intelligence skills for effective customer interactions. 4 sections
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3. Summary of Continuous Improvement Strategies and Implementing ChangesThe final module will discuss the methods for collecting and analyzing customer feedback, and how to implement changes for ongoing excellence. It will also recap the key learnings from the previous modules. 5 sections
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