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Customer Satisfaction, Quality, and Telephone Support for Complaints

Corporate
Digital Skills

Compliance, Quality, and Occupational Health and Safety

Duration

3:00 p.m.

PRESENTATION

The CUSTOMER SATISFACTION, QUALITY, AND TELEPHONE COMPLAINT HANDLING course gives you the opportunity to stand out in a field that is constantly growing. The customer satisfaction is crucial to the success of any business, and more and more companies are looking for professionals trained to improve your customer service. Through this course, you’ll learn how to implement quality standards and manage certifications such as ISO 9001, which are essential for ensuring excellent service. You’ll develop skills to build customer loyalty, resolve complaints effectively, and understand different types of customers. Phone Support Complaint management is a powerful tool for turning problems into opportunities for improvement and customer loyalty. By completing this course, you will not only enhance your professional profile, but you will also become a valuable asset for any organization that values quality service. Take advantage of this opportunity to position yourself in a labor market on the rise.

Objectives

  • Understanding Quality Criteria to improve the customer perception.

  • Identify standards of conduct according to the types of customers.

  • Analyze the importance of ISO 9001 certification in the customer satisfaction.

  • Apply effective telephone customer service techniques for resolve complaints.

  • Implement strategies to increase the customer loyalty.

  • Identify signs that customers are leaving y propose solutions.

  • Assess customer satisfaction for improve the service provided.

Syllabus

TEACHING UNIT 1. CONCEPT AND CRITERIA OF QUALITY The concept of quality. Quality in the service sector. The quality system. What is a quality system? TEACHING UNIT 2. THE ISO 9001 QUALITY CERTIFICATE Development of the quality system. Quality versus lack of quality. The value of quality. Service and quality of customer treatment. Customer service in the workplace. TEACHING UNIT 3. CUSTOMER SATISFACTION Customer Satisfaction TEACHING UNIT 4. CUSTOMER LOYALTY Customer Loyalty TEACHING UNIT 5. COMPLAINT RESOLUTION Resolving Complaints TEACHING UNIT 6. CUSTOMER CHURN What Do Service Customers Want? Creating Value for the Customer. Managing Customer Expectations. Perceptions. Motivation. Attitudes. TEACHING UNIT 7. TYPES OF CUSTOMERS AND CUSTOMER SERVICE GUIDELINES The importance of employees in customer service. Employee attitudes. Internal customers, external customers. The communication process. Nonverbal communication. Effective listening. TEACHING UNIT 8. TELEPHONE CUSTOMER SERVICE Components of telephone communication. Properly answering calls. How to handle complaint calls. Skills and attitude of the person answering the phone.
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Are the Educa PHAROS courses eligible for credit?

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