Certificate of Achievement
has completed the following course:
Customer Care Strategies for a New Business
The University of Adelaide
This online course explored who your customers are, and what their needs are. The course covered topics including how to preserve a good reputation and identify retention strategies, as well as the importance of listening to your customers and why good service is more important than ever.
4 weeks, 1 hour per week
Jennie Shaw
The University of Adelaide
Transcript
Learning outcomes
- Explain how to identify potential customers and determine their needs to inform how to get new customers once the initial ones are exhausted.
- Describe how reputation can inform customer retention strategies as part of the customer life cycle.
- Describe online listening and how basic analytics can help identify customer needs and improve service levels.
- Explore customer contracts and agreements to determine what you need to know.
Syllabus
Week 1: Who is your customer and what are their needs?
- Who are my customers?
- Customer personas
- Stakeholder mapping
- Higher-order motives and values
Week 2: What is a customer retention strategy?
- What is business reputation?
- Knowing your customers
- Retention of current customers
- Feedback and complaints
Week 3: How can business analytics help you?
- Understanding data
- Presenting data
- Using secondary research and trends
Week 4: What do you need to know about contracts and agreements?
- Business contracts
- Legalities of contracts
- Rammifications of breaching a contract
- Business protection strategies
Issued on 5th November 2024
The person named on this certificate has completed the activities in the transcript above. For more information about Certificates of Achievement and the effort required to become eligible, visit futurelearn.com/proof-of-learning/certificate-of-achievement.
This certificate represents proof of learning. It is not a formal qualification, degree, or part of a degree.