Cross-cutting

Business News

Communication

8 pm

Introduction

The business writing It aims to convey information about the company in a logical, accurate and engaging manner. It is a way of communicating so that customers, creditors and other parties outside the company can understand the reports, emails and spoken communications, without needing to be experts in the field. Our Course in Business Writing begins with a study of the documentation of the company in the course of its normal business and in relation to the Public Authorities and then focus on communicating this to all those involved. This will ensure high-quality business writing, thereby avoiding problems for the company and enabling a financial savings important.

Objectives

To know the documentation generated by the company in its dealings with customers, creditors and Public Authorities.
Managing and processing information within the company and its procedures for file.
To provide personalised service and deal appropriately with any potentially difficult situations and complaints.
To organise and file documentation and records in a systematic manner using the Public Administration.

TEACHING UNIT 1. THE CUSTOMER

The client
Customer behaviour
Customer requirements
Types of customers
Analysis of customer behaviour
Factors influencing customer behaviour
Customer behaviour models

TEACHING UNIT 2. CUSTOMER LOYALTY

Relationship Marketing
The marketing approach
Relationship Marketing (CRM)
The concept of loyalty
The modern customer
Market orientation vs product orientation
The concept of loyalty

TEACHING UNIT 3. CAUSES AND CONSEQUENCES OF LOYALTY

Reasons for loyalty
The customer’s perception
The product factor
The brand
The price factor
Distribution channel
The promotion
The consequences of loyalty

TEACHING UNIT 4. LOYALTY MANAGEMENT

Introduction
Business differentiation
The company’s cornerstones
Internal customer loyalty
Investor loyalty
The Ladder of Loyalty
Delivering value to the customer

TEACHING UNIT 5. CUSTOMER LOYALTY AND RETENTION

Preliminary considerations
Practical aspects of negotiation
Strategies for closing the sale
How to provide excellent after-sales service
Loyalty schemes
Design of the loyalty scheme
Measuring loyalty schemes

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