Customer Relationship Management Operations (L2)

Course Overview:

The Customer Relationship Management Operations (L2) course is designed for professionals seeking to enhance their skills in customer interaction and data management. Participants will develop advanced questioning and listening techniques to better understand customer needs, apply insights to improve products and services, and maintain accurate records of customer interactions. This course aligns with the Progressive Wage Model (PWM) by supporting skill development that leads to higher productivity, job satisfaction, and career progression, ultimately contributing to improved customer relationships and business success​.

Learning Outcomes

At the end of this course, you will be able to:

• Apply advanced questioning and active listening techniques to gather customer insights.

• Use customer feedback to enhance product and service offerings.

• Maintain accurate and compliant records of customer interactions.

• Adapt services to meet diverse customer needs, including those with special requirements.

• Monitor and assess customer satisfaction to continuously improve service quality​.