Business Quality

Name: Business Quality
Brand: Educa PHAROS
SKU: AFO028HF9
Availability: InStock

Cross-cutting

Digital Skills

Soft skills

Duration

8:00 p.m.

PRESENTATION

Customer service represents the most human and personal point of contact between customers and the company. For this reason, quality is considered a fundamental element within the scope business. With Business Quality You'll gain a comprehensive understanding of the fundamental principles of customer service and how to manage it to provide the highest possible quality. You'll learn how to address the different conflicts that may arise while performing this job, with the goal of resolving them effectively. Finally, you’ll receive training in telephone customer service to learn how to handle complaints, objections, and claims through this channel of communication.

Objectives

Learn what the customer service and why it's so important.
To meet plan y organize customer service.
Ensuring quality in the customer service and in conflict resolution.
Understand conflicts from the perspective of both the customer and the company.
Develop problem-solving skills conflicts.
Improving customer service via Telefónica.

Syllabus

TEACHING UNIT 1. QUALITY IN CUSTOMER SERVICE 1. Planning Customer Service 2. Organizing Customer Service 3. Quality Management in Customer Service 4. Internal and External Customers 5. Customer Satisfaction Indicators 6. Potential for Dealing with Customers 7. The Customer Service Professional 8. Qualifications, Training, and Motivation TEACHING UNIT 2. CUSTOMER SERVICE, SUPPORT, AND SATISFACTION 1. Introduction 2. Customer Satisfaction 3. Methods of Follow-Up 4. After-Sales Service 5. Customer Support 6. Customer Information and Training 7. Handling Complaints 8. How to Achieve Customer Satisfaction 9. Handling Questions and Objections 10. Complaints 11. In Person or by Phone TEACHING UNIT 3. HANDLING COMPLAINTS AND GRIEVANCES OVER THE PHONE 1. Answering the Phone 2. Characteristics of Telephone Customer Service 3. The Telephone Customer Service Process 4. Handling Complaints, Objections, and Claims 5. Language

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Are the Educa PHAROS courses eligible for credit?

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

Facts about our area

+ 1.483

Hours

+88.999

Minutes

264

Courses

Are the masterclasses live?

Who is it intended for?

What features does Educa PHAROS have?

What guarantees does Educa PHAROS offer?

Why is Educa PHAROS the best solution?

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.