Vskills Certified Customer Focus Management Professional (Govt. Certification) A Govt. of India a



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What is this course about

1. Customer Focus
1.1 What is Customer Focus
1.2 Customer Focus Elements
1.3 Customer Focus Levels

2. Customer Expectations
2.1 What is customer expectations
2.2 Customer Expectations Relevance
2.3 Types of Expectations
2.4 Expectations Model
2.5 Managing Expectations
2.6 New-Age Customer Expectations
2.7 Customer Feedback
2.8 Handling Customer Expectations

3. Customer Needs
3.1 Consumer Need
3.2 Understanding Customer Needs
3.3 Hulls Drives Reduction Theory
3.4 Maslow’s Hierarchy of Needs
3.5 McClelland’s Three Needs Theory
3.6 Consumer Motivation Concept
3.7 Means - End Chain Model

4. Consumer Perception
4.1 Perception Basics
4.2 Elements of Perception
4.3 The Absolute Threshold
4.4 The Differential Threshold
4.5 Subliminal Perception
4.6 Process of Perception
4.7 Value of Product
4.8 Choosing a Value Proposition
4.9 Dynamics of Perception
4.10 Perceptual Organization
4.11 Consumer Imagery

5. Consumer Attitudes
5.1 Attitude Basics
5.2 Models of Attitude
5.3 Attitude Formation
5.4 Strategies of Attitude Change

6. Customer Focused Organization
6.1 Customer Focus Strategies
6.2 Building a Customer Focussed Culture
6.3 Maintaining Customer Focus
6.4 Customer Focus Development
6.5 Developing Customer Orientated Culture
6.6 Checklist for Customer Focus

7. Customer Focused Interaction
7.1 Social Media
7.2 Applying Knowledge Management
7.3 Using Mobile Technology
7.4 Customer Focused Employees

8. Customers Listening and Tools
8.1 Customer Complaints
8.2 Complaint Barriers
8.3 Customer Journey Mapping (CJM)
8.4 Voice Of the Customer
8.5 Benchmarking
8.6 Business Performance Measures

What are the course deliverables ?

• Post registration get login credentials of your online profile
• Download Soft copy of the reading material
• Receive hard copy reading material
• Post preparation, schedule exam date and exam center from your online profile within one year of order date.
• Clear the exam and get hard copy and soft copy certificate with LinkedIn recommendation and tagging on MonsterIndia.com and Shine.com

Program Schedule

• No fixed dates.
• Prepare and appear for certification exam

Program Highlights

Benefits of Vskills Certification
• Government certification
• No Minimum educational qualification
• No time commitment
• Improve employability
• Certification valued and approved by Industry
• Become a part of Vskills Job centre for life
• Enriched professional experience by being a Vskills Alumni

Desired Course Seeker Profile

• No minimum eligibility
• No experience needed