Postgraduate in Management and Telephone Care: Excellence in dealing with customers

This course in management and telephone service: Excellence in dealing with customers offers you specialized training in the field. Customer service is one of the main pillars in the competitiveness of companies in the new century. By understanding the concept of relationship marketing and its correct application, the causes of customer loyalty may be identified, as well as their consequences for the company. It is about increasing the commercial quality of the company, developing skills and managing tools that are available, constantly improving the treatment with the client and, thus, getting the satisfaction of it. With this course in Management and Telephone Care: Excellence in dealing with customers The student will learn the necessary knowledge in telephone care and for the management of complaints and claims regarding consumption.

- Have knowledge of the importance of the communication process with the objective of customer service. - Know and know how to use all the elements involved in the communication process. - Know what are the possible customer reactions in the sales process. - To be able to control the complaints and claims that may arise based on the services or products offered by a company or company. - Properly identify the consultation, complaint or claim of the client/consumer/user on consumption to deduce lines of action. - Inform/guide the consumer of rights and possible mechanisms and/or mediation/arbitration solutions, at their level, in relation to the problem/consultation raised in accordance with established specifications and current regulations. - Process complaints and claims towards the departments of the company and/or entities and corresponding agencies, so that the objective or interest of the consumer in the resolution of the conflict is satisfied. - Control the claim process to detect anomalies or delays.

- Have knowledge of the importance of the communication process with the objective of customer service. - Know and know how to use all the elements involved in the communication process. - Know what are the possible customer reactions in the sales process. - To be able to control the complaints and claims that may arise based on the services or products offered by a company or company. - Properly identify the consultation, complaint or claim of the client/consumer/user on consumption to deduce lines of action. - Inform/guide the consumer of rights and possible mechanisms and/or mediation/arbitration solutions, at their level, in relation to the problem/consultation raised in accordance with established specifications and current regulations. - Process complaints and claims towards the departments of the company and/or entities and corresponding agencies, so that the objective or interest of the consumer in the resolution of the conflict is satisfied. - Control the claim process to detect anomalies or delays.

This course in Management and Telephone Care: Excellence in dealing with customers is aimed at all those who want to guide their future work to the management of complaints and claims regarding consumption related to customer service activities, or those who want to update their professional knowledge.

This course in Management and Telephone Care: Excellence in dealing with customers is aimed at all those interested in the field of quality and want to specialize in telephone care.

This training is not included in the scope of official regulated training (Infant Education, Primary Education, Secondary Education, Official Professional Training FP, Baccalaureate, University Degree, Official University Master and PhD). It is therefore a complementary and/or specialization training, aimed at acquiring certain skills, skills or aptitudes of a professional nature, being able to be barely as merit in workbags and/or opposition competitions, always within the complementary training section and/or continuous training being always essential to review the specific requirements of the public labor stock of the public labor stock market.