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 take part in this process. Through this training programme in Fundamentals of Communication and Customer Loyalty Students will be able to distinguish between the types of customer, its loyalty schemes, the communication processes that occurs, and the conflict situations that may arise, in order to provide a service of high-quality customer service.
Cross-cutting
Communication
40 hours
Fundamentals of Communication and Customer Loyalty
Communication
40 hours
Introduction
Objectives
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Distinguish between the types of customer, its loyalty schemes, the communication processes that occurs, etc.
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Learning about the different types of active listening and how to apply it in each case.
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To study the communication process with the client.
Table of Contents
TEACHING UNIT 1. THE CUSTOMER.
- The client
- User characteristics
- Types of customers
TEACHING UNIT 2. CUSTOMER LOYALTY.
- The importance of customer loyalty
- Loyalty schemes
- Why do customers leave?
- A metaphor for customer loyalty
TEACHING UNIT 3. THE PROCESS OF COMMUNICATING WITH THE CLIENT.
- We are all part of the company
- The channel
- The message
- The image we project
- Active listening
- Types of customer
- Active listening "in writing"
- Assertiveness and empathy
TEACHING UNIT 4. CONFLICTUAL SITUATIONS.
- Dealing with conflict situations
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