Description
Target audience
Managers, sales directors, sales managers, customer service managers and workers, and in general, any person whose functions and responsibilities include dealing directly with the customer, either directly or indirectly.
CV Faculty
D. Xavier Navarro Carrascosa: Graduate in Commercial Management and Marketing at ESIC. Director-Consultant of NAVARRO CONSULTORES, a company dedicated to consulting, training and selection, specialized in the areas of General and Commercial Management; in particular, in the realization of Strategic Plans, Organization of Commercial Departments and Sales Networks, Improvement of Commercial Productivity, Implementation of Management Systems by Objectives and Remuneration of Salespeople. Teacher of the subject Commercial Management in the Higher Degree of Commercial and Marketing Management (ESIC Valencia). Lecturer of the subject “Management of Sales Teams” in the Higher Degree in Sales and Marketing Management (ESIC Valencia).
Objectives
– Discover and assume the importance of customer service in the development and growth of the company.
– Acquire and execute behavioral and communication patterns that optimize customer service.
– Discover and assume the importance of a complaint or claim in the development and growth of the company.
– Internalize communication procedures that optimize the management of such complaints.
– Customer orientation as a company strategy.
Content
1. What is a complaint?
2. Customer satisfaction and dissatisfaction. Causes of customer dissatisfaction.
2.1.1 By product/Service
2.1.2 Attention and/or treatment received
2.1.3. By the system
3.Tips for resolving a complaint.
Resolving complaints. What to do step by step.
4. Elaboration and implementation of a preventive complaint system
5. Customer service and customer orientation
6. Customer orientation as a company strategy.
6.1. Customer orientation as a competitive advantage.
6.1.1. System
6.1.2. Service
6.1.3. Personal
6.1.3.1. Technical quality
6.1.3.2. Human interaction
6.1.3.3. Power
6.2. Customer orientation as an added value to the product.
6.3. Customer orientation as a guarantee of customer satisfaction.
6.4. Customer orientation as a Loyalty tool.
7. Communication skills to attend and deal with customers: Face-to-face and telephone.
7.1.Verbal Vs NON-verbal language
7.2. Inform Vs. Communicate
7.3. Active Listening
7.4. Empathy
7.5. Assertiveness
7.6. Effective communication over the telephone
Price
AIJU associates/unemployed: 260 euros; 2nd assistant and following from the same company: 208 euros.
Non AIJU members: 312 euros; 2nd assistant and following from the same company: 260 euros.
Remarks
Once your application has been accepted, AIJU will inform you when payment is due.
IMPORTANT: The pre-enrollment application is also a commitment to pay in case of being admitted to the training action. Cancellations with the right to a refund or cancellation of payment will only be accepted if they are communicated to AIJU at least 5 working days before the start date. Once the student’s place has been confirmed, if he/she does not attend the course and does not notify it, he/she will be charged the full amount of the course.
* BONUS COURSES: the amount of this course can be subsidized if it is requested to FUNDAE. Management of the free bonus by AIJU. Contact us.
