Formation/Cours

Marketing and CRM basics

At the end of the course, the student should be able to:
– understand the importance of CSCM
master the key concepts of Customer service and complaint management
Set up an efficient customer service system
– apply these concepts of manageming complaints in professional dilemmas with difficult customer situations
– guide and set up a social complaint management system which allows the company to follow up complaints in a sustainable way without infringing GDPR.
– Solve professional dilemmas using concepts of CSR and ethics (L02.B)
– Generate sustainable solutions for organizations (L02.C)
– Identify current customer service and complaint management strategies, it’s weaknesses and strengths
– Work together in a team to define evaluate CSCM strategies and define new ones, with peer evaluation possibilities and an ex-post evaluation of the work
– Appraise the performance of a team (LO4.A)
– Compose constructive personal feedback and guidance (LO4B)
– understand future evolutions ahead

– customer service definition and importance (strategy)
– customer care handling and management issues
– social customer complaint handling
– future steps in complaint handling