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Customer Service and Service Quality

Cross-cutting
Digital Skills

Soft skills

Duration

8:00 p.m.

PRESENTATION

Customer service represents the most human and personal connection between customers and the company. For this reason, it is considered a fundamental element in the business world. In this Customer Service and Service Quality Course You'll gain a comprehensive overview of the fundamental principles of customer service and how to manage it to provide the highest possible quality. You'll learn how to handle the various 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 customer service is all about customer and why it's so important.

  • Ensuring quality in the attention customer service and conflict resolution.

  • Understanding the conflicts from the perspective of both the customer and the company.

  • Develop skills conflict resolution and customer service over the phone.

Syllabus

TEACHING UNIT 1. THE IMPORTANCE OF CUSTOMER SERVICE 1. We Are All Customers 2. Principles of Customer Service 3. The Concept of Useful Quality and the Cost of Poor Quality 4. Types of Needs and How to Meet Them 5. Employees and Customer Service TEACHING UNIT 2. 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 3. INTERCULTURALISM, HUMAN RIGHTS, AND CONFLICT RESOLUTION 1. Resolving a Conflict 2. Attitudes Toward Conflict 3. Conflict Resolution Styles 4. Language TEACHING UNIT 4. HANDLING COMPLAINTS AND CLAIMS 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.
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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