Communicate effectively with customers and staff
Meet customer needs
Know how to exceed customer expectations
Motivate a service team effectively
Know how to collect and analyze customer feedback
Know how to identify and meet customer needs
Resolve customer complaints effectively
Cope with difficult customers
Deal effectively with angry customers
Plan and manage service recovery
Develop a compliants policy and prcedures for the business
Monitor service quality
Measure customer satisfaction
Develop customer service standards
Set service improvement targets
Build a service focused team
Understand a range of motivation theories
Set motivating team goals and targets
Use motivation techniques to resolve employee performance problems
Analyze and evaluate the customer value chain
Evaluate the supply chain to improve customer service
Conduct a PESTLE analysis
Assess the operating environment
Apply CRM systems to improve sales management
Apply CRM systems to improve Marketing activities
Select the best fit CRM system to meet business needs
Measure levels of customer loyalty
know how to retain key customers
Know how to use consumer data to improve customer loyalty
Know how to apply relation marketing and lifecycle marketing to improve sales and retention
Understand customer legal rights and the company's responsibilities
Know how to map analyze the customer journey to identify improvement opportunities
