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Welcome
We welcome you to the Customer Service course with which you will specialize in the main aspects of customer service within the company which will allow us to place our organization above its competitors and get better results
Professional Competences
The completion of this course will help you to achieve the following professional competencies:
- To manage the services of attention and information to the client and of complaints and claims of the client, consumer and user, giving a quality service to achieve the full satisfaction of the client and the transmission of a good image of the company or organization
Objectives
General
Know and control all aspects of customer service within an organization or entity
Specific
- Organize the customer service department, defining its functions and structure and its relationship with other departments, to convey the most appropriate image of the company or organization
- To use communication techniques in situations of attention to the client, consumer or user, providing the requested information
- Organize a customer information system that optimizes the cost and time of treatment and access to it, applying techniques of organization and archiving both manual and computer
- Identify the different consumer and user protection bodies and institutions, analysing the competences of each of them
- Manage customer, consumer or user complaints and claims, applying communication and negotiation techniques to reach consensus solutions between the parties
- Knowledge of consumer mediation and arbitration processes to resolve conflict situations in consumer matters, applying current legislation
- Drawing up a quality plan and improving the process of customer service, consumer or user, applying control techniques and evaluating the effectiveness of the service
Course Syllabus
- Organization of the department and quality plan
- Information systems and data protection
- Consumer/user protection
- Communication techniques
- Complaints and claims management
Teaching Team
María Victoria Sánchez-Migallón Parra
Expertise in customer service and business implementation
Integral Business Advisor
Accredited teacher for imparting Certificates of Professionalism related to customer service ADGG0108, ADGG0208, SSCI0312, IFCD0210
Lawyer specialized in Civil, Criminal and Constitutional Law
Do you want to know more?
If you are interested in this course or other courses in our catalogue and need more information, you can contact us through the following form
