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This is a bundled training package. It contains training for each of the bundled items below:

Course Price
Listening to Your Customers $74.95
Creating a Customer-focused Organization $74.95
Identifying and Managing Customer Expectations $74.95
Creating and Sustaining a Customer-focused Organization $74.95
Customer-focused Interaction $74.95
Developing Your Customer Focus $74.95

Bundle Price: $229.00
Total Savings: $220.70

Listening to Your Customers

The key to effective communication is practicing good listening skills. This Business Impact explores the concept of active listening and the crucial difference between hearing and understanding.

Learning Objectives
  • Topic t2 Objective o3 - Objective Text

Creating a Customer-focused Organization

This Challenge Series exercise considers the many ways that business organizations can serve their customers - internal and external.

Learning Objectives
  • Topic t2 Objective o3 - Objective Text

Identifying and Managing Customer Expectations

Understanding your customers' expectations and behaviors is essential to implementing a successful customer-focused service approach. But how do you get to the core of what your customers truly value? This course explores what customers value from a service perspective and how to identify their needs and expectations. It also examines how you can use customer relationship management tools to help identify and manage customer expectations in order to maintain competitive advantage.

Learning Objectives
  • Match ways of getting feedback from customers to when it's appropriate to use each technique
  • Apply the steps involved in exploring customers' needs in a given scenario
  • Recognize how CRM helps you manage customer expectations

Creating and Sustaining a Customer-focused Organization

To create a customer-focused organization, you need an in-depth understanding of what types of customer-focused tools and solutions are available. And you must know the level of customer focus that you're seeking to achieve. As a manager, you also need to know how to select the most appropriate implementation strategy that aligns with your organization's capabilities and its objectives. This will help you to create stronger, more valuable, and lasting relationships and experiences for your customers. This course provides direction on how to approach, implement, and sustain effective customer-focused service strategies in order to increase your organization's competitive advantage.

Learning Objectives
  • Determine the level and scope of organizational customer focus in a given scenario
  • Implement a customer-focus strategy in a given scenario
  • Recognize examples of how customer focus can be sustained in an organization

Customer-focused Interaction

Having positive interactions with your customers is one of the most effective ways to ensure you're providing excellent customer service. However, customers’ expectations have evolved over time, and so too have customer service strategies. Many organizations are improving their customer relationships and customer satisfaction levels by moving beyond traditional methods of gaining client feedback, such as from customer satisfaction surveys. Instead, these companies are engaging in real-time conversations with their customers through various technologies, such as social media and wireless Internet. And they're integrating customer relationship management (CRM) with knowledge management to further support and enhance their existing efforts. This course provides insight into the role of social media and mobile technologies in supporting customer-focused service cultures. And it looks at how these technologies can generate a direct and positive impact on an organization’s customer service levels and, ultimately, competitive position.

Learning Objectives
  • Match each of the advantages of social media in customer-focused service to examples
  • Identify ways to measure social media's ROI
  • Recognize examples of the benefits of knowledge management in customer-focused service
  • Describe how knowledge management is used in customer interaction
  • Identify key concepts associated with mobile CRM
  • Recognize the advantages of understanding how mobile technology is applied in customer service

Developing Your Customer Focus

Customers have the power – the power of choice. So how can you make it an easy decision for them to choose you and your company? This Challenge Series exercise explores how to know, meet, and anticipate what your customers are looking for.

Learning Objectives
  • Topic t2 Objective o3 - Objective Text
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Customer Focus e-learning bundle
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