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Gojek is a technology group that offers more than 20 services, such as ride-hailing, food delivery, and online payments, in five Southeast Asian countries. Founded in 2010, Gojek has raised over $3 billion in funding and merged with Tokopedia in 2021 to form GoTo.
Alfamart is a public company that operates over 18,000 convenience stores in Indonesia and about 1,000 in the Philippines. It was founded in 1989 by Djoko Susanto and has expanded to supermarkets, coffee shops and fast food outlets.
Learn about the history, types and features of CRM systems, which are used to manage interactions with customers across different channels and platforms. Find out how CRM can help businesses improve customer satisfaction, loyalty and sales growth.
Learn about the role, skills, and salary of customer service representatives (CSRs), who interact with customers to handle complaints, process orders, and provide information. CSRs may work in call centers, retail, or online platforms.
Customer service is the assistance and advice provided by a company to its customers. Learn about different types of customer service, such as in-person, online, automated, and AI-based, and how to measure customer satisfaction and loyalty.
Customer advocacy is a customer-focused business model that aims to provide the best service and products for customers. Learn how customer advocates act as facilitators, how to measure customer advocacy and what are the benefits of this approach.
A four-item six-point customer service satisfaction form. Organizations need to retain existing customers while targeting non-customers. [15] Measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace.
Course content typically includes greeting the customer (either by phone or in person), questioning to understand the customer’s need or problem, listening, confirming understanding, responding with value, using positive language, eliminating jargon, concluding the phone or face-to-face interaction, dealing with angry customers, and the importance of body language and tone of voice.