What does it take to retain customers and “wow” them to the point that they choose your company for a product or service every single time? What can you do transform an irate customer into loyal customer for life? This track discusses at both internal and external customers an how to deliver superior value to both. Upon completion of this track, participants will be capable of describing the management of customer relationships including the importance of communication, perceptions, understanding the product & service and knowing quality as it pertains to customer service. Associated careers are Customer Service Manager, Call Center Supervisor, Customer Support Agent, Service Recovery Specialist, Service Quality Assurance Manager, and Complaint Specialist.
Customer service operations is woven into every aspect of the supply chain; therefore, customer satisfaction and customer retention are of paramount importance for every company. When properly implemented, customer service can be an enabling process and strategy to create customer satisfaction which, in turn, creates pleased and loyal customers. Maintaining these relationships is key for continued sales and repeat business. To provide customer satisfaction at every level, customer service should be embedded in the culture of the organization and needs to be the responsibility of every employee.
This certification track is one of four courses that articulates to credit with St. Petersburg College:
| MAN 1590 (3 credits)
- Customer Service Operations
- Demand Planning
- Manufacturing and Service Operations
- Supply Management and Procurement