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Fundamentals of Communication and Customer Loyalty

Cross-cutting
Digital Skills

Soft skills

Duration

40 hours

PRESENTATION

The customer loyalty customer base has become one of the strategies from business most important for to achieve the success and the feasibility of the companies. The customer service is a fundamental part of this customer loyalty As a result, companies are increasingly seeking professionals who have knowledge in the customer service in order to be part of this process. Through this training program in Fundamentals of Communication and Customer Loyalty Students will be able to distinguish between the types of customers, its loyalty programs, the communication processes that occurs, and the conflict situations that may arise, in order to provide a service of High-quality customer service.

Objectives

  • Distinguish between the types of customers, its loyalty programs, the communication processes that occurs, etc.

  • Learning about the different Types of Active Listening and how to apply it in each case.

  • Study the communication process with the customer.

Syllabus

TEACHING UNIT 1. THE CUSTOMER.

  1. The customer
  2. User Characteristics
  3. Types of Customers

TEACHING UNIT 2. CUSTOMER LOYALTY.

  1. The Importance of Customer Loyalty
  2. Loyalty Programs
  3. Why Do We Lose Customers?
  4. A Metaphor for Customer Loyalty

TEACHING UNIT 3. THE PROCESS OF COMMUNICATING WITH THE CLIENT.

  1. We are all part of the company
  2. The channel
  3. The message
  4. The image we project
  5. Active Listening
  6. Types of Customers
  7. «Active listening» in writing»
  8. Assertiveness and Empathy

TEACHING UNIT 4. CONFLICT SITUATIONS.

  1. Handling Conflict Situations
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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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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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