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.
Cross-cutting
Communication
8 pm
Business News
Communication
8 pm
Introduction
Objectives
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To know the documentation generated by the company in its dealings with customers, creditors and Public Authorities.
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Managing and processing information within the company and its procedures for file.
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To provide personalised service and deal appropriately with any potentially difficult situations and complaints.
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To organise and file documentation and records in a systematic manner using the Public Administration.
Table of Contents
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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