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Customer Service Fundamentals
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| Price: |
$99.00 |
| Business Focus: |
Business Administration |
| Instructor: |
Tony Swaim |
| Course Code: |
cuf |
| Delivery Method: |
Instructor-led Online Course |
| Frequently Asked Questions |
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| Course Overview: |
Develop new skills in identifying and satisfying customer needs, and become an indispensable asset to any organization. In this six-week online course, an experienced instructor will help you discover and master the essentials of customer service. You’ll become proficient with key customer service concepts, including target marketing, voice of the customer, market segmentation, the marketing mix, and quality function deployment. You’ll learn the best ways to measure customer service, apply the principles of consumer behavior to your business, and differentiate between industrial and consumer marketing.
You’ll also learn how to support new product introductions, satisfy international customers, work in a call center, and minimize customer complaints. You will become familiar with different forecasting methods, and you’ll find out how to apply technology in your customer service department. This course will clarify your role as a customer service ambassador and help you reduce customer dissatisfaction and meet customer needs.
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| Instructor Biography: |
| In industry, Tony Swaim has made significant contributions to the business community dating back to 1977. He has held globally-focused executive positions with Baxter Healthcare Corporation, Beckman Colter Incorporated and Allergan, Incorporated. His most recent industry position was Director, Worldwide Surgical Logistics for Allergan where he was responsible for supply chain management. Previous responsibility areas were in operations, inventory management, local area networks, procurement and quality. Mr. Swaim's educational background includes an MBA and Bachelor of Science with concentration in Marketing. Additionally, he has studied in the Executive Management Program at Claremont Graduate University. Mr. Swaim also holds the following professional certifications:
- Certified Purchasing Manager (CPM)
- Certified in Production and Inventory Management (CPIM)
- Project Management Professional (PMP)
- Certified Quality Manager (CQM)
- Six Sigma Black Belt
Since 1982, Tony Swaim has provided in excess of 2,000 hours in diverse coursework including Strategic Planning, Operations Management, Accounting, Industrial Marketing, Retailing Management, Purchasing, Quality Management, Supply Chain Management, and Project Management. He has taught classes in a variety of environments, including APICS certification curriculum at local firms and Business Policy courses as part of MBA Programs. |
| Course Syllabus: |
| Lesson 1 Syllabus |
The Nature of Customers |
| Lesson 2 Syllabus |
Measuring Customer Service and Satisfying Customers |
| Lesson 2 Objective |
Learn all about customer requirements and how to use the Voice of the Customer, Quality Function Deployment, strategic planning, and customer feedback to satisfy customers. |
| Lesson 3 Syllabus |
The Marketing Concept |
| Lesson 3 Objective |
Determine how to measure customer service and satisfy customers. |
| Lesson 4 Syllabus |
Customer Service In Action |
| Lesson 4 Objective |
Identify the differences between marketing and sales. |
| Lesson 5 Syllabus |
The Marketing Mix |
| Lesson 5 Objective |
Understand how the customer service function takes place, and learn about the role of the customer service representative. |
| Lesson 6 Syllabus |
Satisfying Diverse Customer Needs |
| Lesson 6 Objective |
Learn how the marketing mix (the four P's) satisfies your organization and your customers. |
| Lesson 7 Syllabus |
Consumer Behavior |
| Lesson 7 Objective |
Understand the power of marketing segmentation and target marketing. |
| Lesson 8 Syllabus |
Industrial Customers |
| Lesson 8 Objective |
Learn the basics of consumer behavior and how customer purchasing decisions are made. |
| Lesson 9 Syllabus |
Customer Demand and Forecasting |
| Lesson 9 Objective |
Understand the elements of industrial marketing and how it differs from consumer marketing. |
| Lesson 10 Syllabus |
Supporting New Products; Satisfying International Customers |
| Lesson 10 Objective |
Learn about different customer demand forecasting methods and how to effectively control a forecast. |
| Lesson 11 Syllabus |
Customer Service Communications and Recognition |
| Lesson 11 Objective |
Learn how new products contribute to your organization's success and learn about the benefits and risks of international marketing. |
| Lesson 12 Syllabus |
Customer Service Essentials |
| Lesson 12 Objective |
Discover the importance of customer service communications and learn how to recognize customer service by holding a Customer Service Week. |
