Customer service represents the most human and personal point of contact between customers and the company. For this reason, quality is regarded as a fundamental element within the scope business. With Business Quality You will gain a comprehensive overview of the fundamental principles of customer service and how to manage it to deliver the highest possible standard. You will learn how to deal with various conflicts that may arise whilst carrying out this role, with the aim of resolving them in the best possible way. Finally, you will receive training in telephone customer service to learn how to deal with complaints, objections and claims via this channel of communication.
Cross-cutting
Productivity
8 pm
Business Quality
Productivity
8 pm
Introduction
Objectives
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Find out what the customer service and why it is so important.
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To meet to plan y organise customer service.
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Ensuring quality in the customer service and in conflict resolution.
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Understanding conflicts from the client’s and the company’s perspectives.
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Develop problem-solving skills conflicts.
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Improving customer service via Telefónica.
Table of Contents
TEACHING UNIT 1. QUALITY IN CUSTOMER SERVICE
1. Customer service planning
2. Organisation of customer service
3. Quality management in customer service
4. Internal and external customers
5. Customer satisfaction indicators
6. Potential for dealing with customers
7. The customer service professional
8. Qualifications, training and motivation
TEACHING UNIT 2. CUSTOMER SERVICE, SUPPORT AND SATISFACTION
1 Introduction
2. Customer satisfaction
3. Ways of monitoring progress
4. After-sales service
5. Customer support
6. Information and training for customers
7. Handling of Complaints
8. How to ensure customer satisfaction
9. Dealing with queries and objections
10. Complaints
11. Face to face or by telephone
TEACHING UNIT 3. HANDLING COMPLAINTS AND CLAIMS OVER THE TELEPHONE
1. Answer the phone
2. Characteristics of telephone support
3. The telephone support process
4. Handling of complaints, objections and claims
5. Language
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