Tutored e-Learning path: Developing customer service within your team

Management & Leadership

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®

Focus on customers: how to place customers at the heart of your business, regardless of whether or not your co-workers are in contact with them? This e-Learning path will help you understand the issues at stake and understand the keys to a customer-oriented management approach.
Strengths: Trouble-shooting real-life and/or difficult situations.

For whom?

Managers

Operational objectives

  • Understand how customer satisfaction contributes to corporate growth.
  • Identify customer-oriented management practices. 
  • Improve and share team proactivity with other corporate departments.

In concrete terms you will be able to...

  • Identify your role as manager in customer satisfaction.
  • Understand the key moments in customer satisfaction and measure its impact on team activity.
  • Drive your co-workers and other internal teams in attaining customer satisfaction.

Every podcast episodes will be available soon.

 

Programme

1. e-Learning module:
Key factors in long-term customer relationships

  • Identifying the benefits of developing customer loyalty.
  • Defining the keys that enable you to keep a customer loyal.
  • Priority 1: reducing the sources of discontent.
  • Priority 2: generating enthusiasm in the customer. 
  • Mission: long-term customer relations.

2. e-Learning module:
Role of the manager in long-term customer relations

  • Drawing the links between your team's work and customer satisfaction.
  • Defining the attitudes of the customer-focused manager.
  • Three levers for developing the customer focus of your staff.

3. e-Learning module:
Building customer enthusiasm

  • Injecting fresh enthusiasm. 
  • Identifying the key areas for improvement. 
  • Building customer enthusiasm in five ways. 
  • Customer enthusiasm: an individual and collective victory.

4. e-Learning module:
Handling claims in long-term customer relationships

  • Making complaint handling one of your key priorities. 
  • Transforming a complaint into an opportunity to develop loyalty. 
  • Implementing the complaint handling process. 
  • Increasing the customer loyalty rate.

5. Podcast episode:
Customer claims

6. e-Learning module:
Developing internal cooperation for customers

  • Defining customer enthusiasm: a collective challenge.
  • Sharing the same vision of the customer within your teams.
  • Contractualising your internal services.
  • Creating the conditions for customer-focused cooperation.

7. Podcast episode:
Customer claims: cross-organisational issues

 
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