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Satisfied Customer (Quality Service)

Cross-cutting
Digital Skills

Soft skills

Duration

25h

PRESENTATION

In this training program based on Satisfied Customer (Quality Service), we will explore the importance of providing exceptional customer service and how this affects customer satisfaction. We will learn the principles of customer service, the concepts of value-added quality and the cost of nonconformity, as well as the planning and organization of customer service. We will also focus on the customer loyalty from the customer as the basis for the relationship marketing and its long-term impact. The training focuses on developing key skills and providing practical knowledge to ensure customer satisfaction, maintain lasting relationships, and use strategies from customer loyalty effective.

Objectives

  • Understanding the fundamental principles customer service and its importance in all professional fields.

  • Identify the different types of customer needs and acquire the skills needed to meet them.

  • Learn about the satisfaction indicators customer satisfaction and how to manage the quality of customer service.

  • Develop skills in communication and relationships with customers to build strong relationships.

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 Nonconformity
  4. Types of Needs and How to Meet Them
  5. Employees and Customer Service

TEACHING UNIT 2. QUALITY IN CUSTOMER SERVICE

  1. Customer Service Planning
  2. Customer Service Organization
  3. Quality Management in Customer Service
  4. Internal and external customers
  5. Customer Satisfaction Metrics
  6. Potential for working with customers
  7. The Customer Service Professional
  8. Qualifications, Training, and Motivation

TEACHING UNIT 3. CUSTOMER SERVICE, SUPPORT, AND SATISFACTION

  1. Introduction
  2. Customer Satisfaction
  3. Ways to Follow Up
  4. After-Sales Service
  5. Customer Service
  6. Customer Information and Training
  7. Handling of Complaints
  8. How to Achieve Customer Satisfaction
  9. Addressing Questions and Objections
  10. Complaints
  11. In person or by phone

TEACHING UNIT 4. CUSTOMER LOYALTY AS THE FOUNDATION OF RELATIONSHIP MARKETING

  1. Customer Loyalty as a Goal of Relationship Marketing
  2. Level of Customer Loyalty
  3. Loyalty Programs
  4. Objectives of a Loyalty Program
  5. The Impact of Loyalty Programs on Business Results
  6. Implications of Customer Loyalty in the Long Term
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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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