Tutored e-Learning path: Developing customer-oriented strategies

Commercial

Duration:
7 hours over 2 months

e-Tutoring

La llamada de bienvenida permite que los participantes se reúnan con su tutor y empiecen los módulos del itinerario de formación

El e-mail de seguimiento recuerda al alumno las mejores prácticas y el calendario de su itinerario de aprendizaje.

El e-mail de seguimiento final se utiliza para informar al alumno del final del itinerario de formación, animarlo a realizar una revisión de la formación y definir un plan de acción.

La orientación personalizada por e-mail por el tutor ayuda a los participantes en cada fase del itinerario.

Todos los servicios de e-Learning Solutions by Cegos®

How do you maintain a customer-oriented approach at all times, even in difficult situations? This e-Learning path will help you satisfy and over-satisfy customers.
Strengths: Keys to solving routine situations with customers.

For whom?

Sales employees and all co-workers in contact with customers

Operational objectives

  • Understand the issues at stake for you and your company in customer relationships.
  • Understand your contribution in providing customer service.
  • Integrate the customer-oriented approach in your daily activities.

In concrete terms you will be able to...

  • Help build a long-term relationship between customers and your company.
  • Identify key moments in customer satisfaction.
  • Satisfy and over-satisfy customers to develop customer loyalty.

Every podcast episodes will be available soon.

 

Programme

1. e-Learning module:
Customer relationship: the stakes

  • Criteria for assessing customer satisfaction.
  • Differentiating between customer satisfaction and customer preference.
  • Identifying true exchanges with customers.
  • The key emotions in creating customer loyalty.
  • Managing the emotional aspect successfully.

2. Podcast episode:
Customer relationships: the stakes

3. e-Learning module:
Customer relationship: building trust

  • Identifying the challenges of contact with customers.
  • Enhancing your interpersonal relationship skills.
  • Establishing close communication with customers. 
  • Preserving relationships in difficult situations.

4. e-Learning module:
Customer relationship: practising active listening

  • Encouraging the expression of customer needs.
  • Asking the right questions.
  • Overcoming obstacles to mutual understanding.
  • Showing empathetic listening using the appropriate techniques.

5. e-Learning module:
Customer relationship: reaching agreement

  • Using customer needs to support your argument.
  • Focusing on benefits for the customer.
  • Using service-oriented vocabulary.
  • Winning customer loyalty despite difficulties.

6. Podcast episode:
Key moments in customer satisfaction

7. e-Learning module:
Developing loyalty through customer relationships

  • Focusing on customer satisfaction to develop loyalty.
  • Understanding the levers of customer preference.
  • Managing situations of dissatisfaction.
  • Advising customers wisely to win repeat business.
 
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