Customer Relationship Management (CRM) Practical Training with Live Simulation
Familiarization with the System Interface and Basic Features
- Navigating the system, searching for customer records, understanding the Dashboard.
- The basic structure of a customer record (personal data, interaction history, previous tickets).
Managing the Interaction Lifecycle
- How to correctly create a new ticket or case.
- Updating the customer record after each contact (Logging Interactions).
- Closing the ticket while ensuring problem resolution.
Advanced Features for Service Improvement
- Using response templates to speed up service while maintaining personalization.
- Creating and managing task lists and reminders.
- Understanding workflows and automation within the system.
Live Simulation Sessions
- Using a real CRM system (test version) to simulate various customer service scenarios.
- Evaluating speed and accuracy in data entry and information retrieval.