The CUSTOMER SATISFACTION, QUALITY AND TELEPHONE COMPLAINTS HANDLING course offers you the opportunity to excel in a constantly growing field. The customer satisfaction is crucial to the success of any business, and more and more companies are looking for professionals trained to improve their customer service. Through this course, you will learn how to implement quality standards and manage certifications such as ISO 9001, which are essential for ensuring excellent service. You will develop skills to build customer loyalty, resolve complaints effectively and understand different types of customers. Telephone support Complaints management is a powerful tool for turning problems into opportunities for improvement and building customer loyalty. By completing this course, you will not only enhance your professional profile, but you will also become a valuable asset for any organisation that values quality of service. Make the most of this opportunity to position yourself in a labour market on the rise.
Customer Satisfaction, Quality and Telephone Support for Complaints
Quality
3 pm
Introduction
Objectives
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Understanding quality criteria to improve the customer perception.
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Identify standards of conduct according to the types of customers.
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To analyse the importance of ISO 9001 certification in the customer satisfaction.
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Apply effective telephone customer service techniques for handle complaints.
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Implement strategies to increase the customer loyalty.
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Identifying signs that customers are leaving y propose solutions.
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Assessing customer satisfaction for improve the service provided.
Table of Contents
TEACHING UNIT 1. CONCEPT AND QUALITY CRITERIA
The concept of quality.
Quality in the service sector.
The quality system.
What is a quality system?
TEACHING UNIT 2. THE ISO 9001 QUALITY CERTIFICATE
Development of the quality system.
Quality versus lack of quality.
The value of quality.
Service and quality of care.
Customer service in the workplace.
TEACHING UNIT 3. CUSTOMER SATISFACTION
Customer Satisfaction
TEACHING UNIT 4. CUSTOMER LOYALTY
Customer loyalty
TEACHING UNIT 5. HANDLING COMPLAINTS
Complaints resolution
TEACHING UNIT 6. CUSTOMER CHURN
What do service customers want?
Creating value for the customer.
Managing customer expectations.
Perceptions.
Motivation.
Attitudes.
TEACHING UNIT 7. TYPES OF CUSTOMERS AND CUSTOMER SERVICE GUIDELINES
The importance of staff in customer service.
Employee attitudes.
Internal customer, external customer.
The communication process.
Non-verbal communication.
Effective listening.
TEACHING UNIT 8. TELEPHONE CUSTOMER SERVICE
Components of telephone communication.
Handling calls correctly.
How to handle complaints.
Skills and attitude of the person answering the phone.