Final answer:
CRM skills and service standards range from understanding customer needs and maintaining clear communication, to exhibiting civility and cultural competence, along with possessing strong financial literacy. These are key to building and sustaining strong customer relationships and driving business success.
Step-by-step explanation:
CRM Skills and Service Standards
Customer Relationship Management (CRM) is crucial for building and maintaining positive relationships with customers, which ultimately drive business success. The six CRM skills and service standards include:
- Understanding customer needs: This involves actively listening to your customers and effectively identifying their needs to provide tailored services or products.
- Communication: Clear, concise, and effective communication is essential in all customer interactions to ensure understanding and satisfaction.
- Civility and Cultural Competence: Displaying civility, politeness, and respect towards customers, understanding and appreciating multicultural and diversity aspects in the customer base.
- Maintaining financial literacy: Having a strong understanding of financial principles to manage customer transactions and provide accurate information.
- Data Management: Utilizing CRM systems to accurately record, analyze, and use customer data for strategic decisions.
- Problem-solving: Being able to resolve customer complaints and issues quickly and effectively to maintain trust and satisfaction.
These skills and standards are part of the foundation for providing exceptional customer service and for the successful implementation of a CRM strategy.