The Water Services Engineering course. Commercial module This presents a unique opportunity to immerse yourself in a booming sector, where demand for labour is constantly growing. At present, the efficient management of water services and customer relations are essential to ensuring the sustainability and quality of service. Through this course, you will develop key skills in the business management, customer service and contact centre technology. You will learn how to use quality management systems, optimise the sales cycle and manage complaints and claims effectively. You will also become familiar with tools such as the CRM and multi-channel approaches, which are essential for delivering excellent customer service. Upon completing this course, you will be equipped to tackle the challenges of the sector with an innovative, customer-focused approach, enabling you to stand out in the competitive world of water services.
Water Services Engineering. Commercial Module
Sector-specific
45 hours
Introduction
Objectives
- To analyse the management of water services with a view to improving service quality.
- Identify the water cycle and implement effective strategies.
- To implement quality management systems in the commercial sector.
- Develop skills to handle complaints and claims efficiently.
- Use CRM tools to optimise multi-channel customer service.
- Assess customer satisfaction through surveys and service letters.
- Implement data protection measures in the management of contact centre services.
Table of Contents
TEACHING UNIT 1. BUSINESS MANAGEMENT
Service management
The client: Quality management system in commercial management
The business cycle: Fraud management – reports and sanctions
Complaints and claims system
TEACHING UNIT 2. CUSTOMER RELATIONS
Customer service: CRM and multi-channel approaches
Services relating to the water cycle
Overview of the contact centre solution
Telephone support In-person support
Other customer service channels
Organisation of the contact centre service
Service sizing
Technology
Human resources
Activity monitoring
Outsourcing of contact centre services
Measures to protect personal data
Customer satisfaction, focus
CRM
Satisfaction surveys
Service letters
Customer Ombudsman
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