Customer service represents the most human and personal form of contact between customers and the company. For this reason, it is regarded as a key element in the business world. In this Customer Service and Service Quality Course You will gain an overview of the fundamental principles of customer service and how to manage it to deliver the highest possible quality. You will learn how to deal with the 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
Communication
8 pm
Customer Service and Quality of Service
Communication
8 pm
Introduction
Objectives
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To learn what customer service involves customer and why it is so important.
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Ensuring quality in the attention customer service and conflict resolution.
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Understanding the conflicts from the perspective of both the customer and the company.
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Develop skills conflict resolution and customer service over the telephone.
Table of Contents
TEACHING UNIT 1. THE IMPORTANCE OF CUSTOMER SERVICE
1. We are all customers
2. Principles of customer service
3. The concept of useful quality and the cost of non-quality
4. Types of needs and how to meet them
5. Staff and customer service
TEACHING UNIT 2. 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 3. INTERCULTURALISM, HUMAN RIGHTS AND CONFLICT RESOLUTION
1. Resolving a conflict
2. Attitudes towards conflict
3. Styles of conflict resolution
4. Language
TEACHING UNIT 4. 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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