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Module 1: Developing Customer Relationships

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Developing Customer Relationships - Lesson Summary

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In this module, you learned about using service tiering to manage customer base and build loyalty, the customer satisfaction and loyalty, how to deepen the relationship through cross selling and bundling and the role of financial and non-financial rewards in enhancing customer loyalty.
You then learned about the types of high-level bonds and the enablers of customer loyal strategies through CRM systems.
You then discovered the actions that customers may take in response to service failures, reasons for customer complaints, what customers expect from firm when the complaint and how customers respond to effective service recovery.
You learned about the service recovery paradox, principles of effective recovery systems, the guidelines for frontline employees on handling complaining customers and recovering from service failures.
Finally, you learned about the importance of service guarantees, when firms should not offer service guarantees, seven types of jaycustomers and ways to manage them effectively.