How Professional Certificate in Customer Relationship Management for E-commerce Boosted a UK Customer Service Career

• Understanding Customer Behavior and Preferences in E-commerce: This unit focuses on analyzing customer behavior, identifying their preferences, and developing strategies to meet their needs in the e-commerce industry. • Building Strong Customer Relationships through Effective Communication: This unit emphasizes the importance of effective communication in building strong customer relationships, including verbal and non-verbal communication skills. • Customer Service Strategies for E-commerce: This unit covers various customer service strategies for e-commerce, including multichannel support, self-service options, and social media engagement. • E-commerce Customer Relationship Management (CRM) Systems: This unit introduces students to CRM systems, their features, and how they can be used to manage customer relationships in e-commerce. • Data Analysis and Reporting in Customer Relationship Management: This unit teaches students how to collect, analyze, and report customer data to inform business decisions and improve customer relationships. • Customer Journey Mapping and Experience Design: This unit focuses on designing customer journeys and experiences that meet customer needs and expectations in the e-commerce industry. • Conflict Resolution and Complaint Handling in E-commerce: This unit covers strategies for resolving customer complaints and conflicts in e-commerce, including empathy, active listening, and problem-solving. • Customer Retention and Loyalty Programs: This unit explores strategies for retaining customers and building loyalty in e-commerce, including rewards programs, loyalty cards, and personalized offers. • Social Media and Customer Relationship Management: This unit examines the role of social media in customer relationship management, including social media marketing, customer engagement, and social media analytics. • Measuring Customer Satisfaction and Net Promoter Score (NPS): This unit teaches students how to measure customer satisfaction and calculate the Net Promoter Score (NPS) to inform business decisions and improve customer relationships.