Table of Contents
- Course Description
- Module I - Introduction to Customer Relationship Management
- Module II- The Customer Service Agent and the Customer
- Module III- The Customer Service Agent and the Telephone
- Module V- Difficult Customer
- Module VI- Problem Solving
- Module VII- Customer Service Attitude
- Using the 4 P's and 4 A's
- Role play
- Activity 1
- Activity 2
- Activity 3
- Activity 4
- Pan Pacific Scenario
- Harrison's Department Store Scenario
- Yaris.biz Scenario
- Gibraltar Insurance Scenario
- Bibliography
