Sugerencias:
Educational Objectives
This course aims to:
• Provide the key points for customer loyalty through communication that is adapted to their needs, expectations and knowledge, while adding differential value to the service, which allows you to increase the level of customer satisfaction and successfully meet quality standards.
• Consider how the successful behaviours of this competency can be applied in everyday life.
Who it is aimed at
This course is aimed at all those professionals who work with people and need to provide customers with a friendly, close and efficient treatment. It is especially recommended for salespeople, customer service staff or consultants who in their dayto-day work deal with numerous customers and need to strengthen their communication skills in order to differentiate themselves from the competition through excellent service. It is also recommended to all professionals who, while they may not directly deal with external clients, do provide a service to internal clients.
What you will learn in the course
In this course, you’ll learn how to:
• Define quality standards according to expectations.
• Listen and empathise to understand what they’re asking for and why.
• Communicate in a way that is appropriate for that customer.
• Use the way you communicate to increase satisfaction.
• Follow up on the service provided to the customer.
Objetivos Pedagógicos
Este curso pretende:
• Aportar las claves para fidelizar clientes a través de una comunicación adaptada a sus necesidades, expectativas y conocimientos, aportando un valor diferencial en el servicio, que permita incrementar su nivel de satisfacción cumpliendo exitosamente con los estándares de calidad.
• Reflexionar sobre la aplicación práctica de los comportamientos de éxito de la competencia en el día a día.
A quién va dirigido
Este curso está destinado a todos aquellos profesionales que trabajen de cara al público y necesiten facilitar un trato amable, cercano y resolutivo a los clientes.
Está especialmente recomendado a comerciales, personal de atención al cliente, vendedores o asesores que en su día a día profesional se relacionan con numerosos clientes y necesitan potenciar su capacidad de comunicación para diferenciarse de la competencia a través de un servicio excelente.
También está recomendado a todos los profesionales que, si bien no atienden directamente a cliente externos, sí dan un servicio a clientes internos.
Qué aprenderás en el curso
En este curso aprenderás a:
• Definir los estándares de calidad de acuerdo con las expectativas y exigencias de tus clientes.
• Escuchar y empatizar con tus consumidores.
• Informar de acuerdo a la personalidad, conocimiento o necesidades de los consumidores.
• Incrementar el nivel de satisfacción del cliente a través de nuestra comunicación.
• Realizar el seguimiento de la atención que hayamos prestado.
Español
English
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Educational Objectives
This course aims to:
• Provide the key points for customer loyalty through communication that is adapted to their needs, expectations and knowledge, while adding differential value to the service, which allows you to increase the level of customer satisfaction and successfully meet quality standards.
• Consider how the successful behaviours of this competency can be applied in everyday life.
Who it is aimed at
This course is aimed at all those professionals who work with people and need to provide customers with a friendly, close and efficient treatment. It is especially recommended for salespeople, customer service staff or consultants who in their dayto-day work deal with numerous customers and need to strengthen their communication skills in order to differentiate themselves from the competition through excellent service. It is also recommended to all professionals who, while they may not directly deal with external clients, do provide a service to internal clients.
What you will learn in the course
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• Define quality standards according to expectations.
• Listen and empathise to understand what they're asking for and why.
• Communicate in a way that is appropriate for that customer.
• Use the way you communicate to increase satisfaction.
• Follow up on the service provided to the customer.
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