Introduction
Many organizations today are seeing the importance of customer relationship management in helping them stay competitive in business. Understanding customer relationship management and processes is crucial for effective implementation and customer satisfaction. Appropriate service measurement and service level management allows organizations to be on the right track.
Course Objectives
This course offers the participants a comprehensive discussion on customer service measurement and service level management. It touches on the use of Customer Relationship Management (CRM) as a business strategy and describes the functionalities of CRM system and contact management. Participants will also be engaged in hands-on laboratory activities to help in the learning. At the end of the course, participants are expected to:
- define Customer Relationship Management and its processes
- prioritize customer service
- carry out service measurement and service level management
- form Customer Relationship Management models
- effectively apply functionalities of Customer Relationship Management system
Who Should Attend
Those who are in the Logistics industry engaging in high volumes of customer service activities such as distribution centre management, warehouse management, freight services, order administration and order fulfillment.
Course Outline
The course will cover the following topics:
- Customer Relationship Management processes
- Service measurement and managing service level
- Prioritizing customer service
- Customer Relationship Management models
- Customer content and customer contact information
- The Customer Relationship Management system
- Hands-on laboratory activities on a CRM system
Course Details
| Duration | 8 hours | | Venue | Temasek Polytechnic | | Fee | $250 (incl. GST)
(Tea-breaks are included but lunch is not provided) |
No intakes available at the moment. Do contact us if your organization would like a customized programme.
Trainer
Mr Lum Fook Seng - B.A.(Hons)Economics
Fook Seng joined Temasek Polytechnic as a Lecturer in logistics and operations management subjects. His main focus is in training, industrial research and consultancy. His job experience included 15 years with MNC in logistics operations and management covering purchasing, inventory control, production planning, order administration, warehousing and customer satisfaction.
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