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Business Operations, Quality, and Customer Loyalty

Industry-Specific
Digital Skills

Other Sectors

Duration

45h

PRESENTATION

The customer loyalty It has now become a fundamental strategy for the survival of any company. With this training program in Business Operations, Quality, and Customer Loyalty You will be able to effectively use the tools to build customer loyalty, users and consumers to commercial level and to effectively manage complaints by evaluating the internal shortcomings service quality, establishing a improvement plan and being able to cope with a relationship marketing plan, all aimed at building customer loyalty.

Objectives

  • Effectively use the tools to build loyalty among customers, users, and consumers in the commercial sector and to effectively manage the claims.

  • Identify the classification of the customers and the components of the profitability of the loyal customers.

  • Understanding the marketing and the policies regarding product, price, promotion, and distribution.

  • Manage the customer relations and assess their satisfaction.

Syllabus

TEACHING UNIT 1. THE COMPANY AND ITS BUSINESS ACTIVITIES

  1. Definition and Types of Businesses. The Business Environment.
  2. Marketing.
  3. Product, pricing, distribution, and promotion policies.

TEACHING UNIT 2. CUSTOMER LOYALTY

  1. Customer Loyalty and Its Benefits.
  2. Key Factors in Customer Loyalty.

TEACHING UNIT 3. BUYING AND SELLING BEHAVIOR. DIRECT SALES

  1. Salespeople: Types, Attitudes, and Motivations.
  2. The Buyer: Types, Attitudes, Motivations, and Habits.
  3. Direct sales: welcoming customers, presenting the sales pitch, demonstrating the product, and closing the sale.

TEACHING UNIT 4. SALES FOLLOW-UP

  1. Objectives.
  2. Communication.
  3. Tools for conducting monitoring.
  4. After-sales service.

TEACHING UNIT 5. COMPLAINTS AND CLAIMS

  1. Complaints and Claims.
  2. Basics, Classification, and Management of Claims.
  3. Service Guarantees.

TEACHING UNIT 6. QUALITY IN BUYING AND SELLING

  1. Classification of customers and components of profitability for loyal customers.
  2. Managing customer relationships and evaluating customer satisfaction.
  3. Indicators: Interpreting Results. ISO 9001 and Customer Satisfaction.

TEACHING UNIT 7. RELATIONSHIP MARKETING

  1. Strategy and implementation of relationship marketing and database management.
  2. Customer Focus and Service Recovery.
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Are the Educa PHAROS courses eligible for credit?

Many courses can be credited toward the master's programs at Structuralia.
Specialized Courses Catalog

Facts about our area

+ 1.483

Hours

+88.999

Minutes

264

Courses

Educa PHAROS is a next-generation training model that places a company’s human capital at the forefront. Through a platform that adapts to each company’s corporate identity and offers a total of more than 900 courses, it provides tailored training for each organization. The unlimited flat-rate plan provides each company with the number of courses that best suits its needs, as well as the ability to determine which employees will have access.
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