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Power the customer satisfaction creating customer experience knowledge

Get your whole team to provide the best customer experience.

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  • What are the educational goals of the training course? 

    This course of the Sales Management category aims to:

    • Provide the keys to lead customer-oriented teams, raise awareness of the importance of creating positive customer experiences, communicate the importance that each professional has for customer satisfaction, acquisition, loyalty and retention and create committed environments and work teams which make a positive impact on customer sentiment.
    • Reflect upon the practical application of the behaviours which lead to success in the competency on a day-to-day basis.

    Who is this course intended for?

    It may be undertaken by any professional who wishes to develop their leadership of sales teams or customer service. It is particularly recommended to all those who supervise teams of sales people, shop assistants, consumer and customer attention centres, receptionists, administrative staff or public administration professionals responsible for citizen attention, among others. It is also recommended for managers of professional teams whose current role requires a change of attitude more focused on customers and for those teams supporting other departments.

    What professional competences will you develop during the course?

    Having a customer-focused team in place requires deploying a series of abilities and behaviours to create awareness of the importance of creating a positive customer experience, to communicate the importance of the role that each professional plays in this process even when they do not have direct contact with customers and to guarantee that the expectations of the latter are fulfilled or surpassed.
    In this course you will learn to:

    • Promote awareness of the importance of customer experience.
    • Communicate the role of each member of the team with regard to customer focus.
    • Create corporate messages and uniform actions.
    • Guarantee that acquired commitments are fulfilled.
    • Reward the team members.

    Who are the experts accompanying you on the training course?

    Félix Cuesta - GURU

    President of Virtual Business Consulting Centre. Lecturer in Top Ten Speakers Spain. Teacher in Business Institute and in Alcalá de Henares University. Author of books including "El generador de Ilusión", "Marketing 2.0", "La gestión de la cartera de clientes" and "La empresa virtual".

    "Leaders must engage with and involve all team members so that they situate the customer at the centre of all their decisions."

    David Barroeta - MANAGER

    Director of Human Resources in Opticalia. Associate teacher in Business Institute. Spokesman in Association for the Development of Customer Experience -DEC. Formerly Director of Human Resources in Sun Planet and Human Resources Manager in Cortefiel.

    "We must search for a new emotional connection with the customer."

    How can you enjoy this content?

    Self-development course

    Info: Complete course in multimedia format combining theoretical concepts endorsed by the most prestigious authors, the most effective techniques and methods and interactive resources with a great pedagogical impact for learning the skill, its benefits and key behaviours.
    Duration: 2 hours
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    Training schedule

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    Info: Sequence of training activities aimed at measuring and acquiring key behaviours to ensure comprehensive learning and implementation in the professional environment. You will be able to measure your level of knowledge and application of the skill, learn the theoretical concepts for developing positive habits, to practice the guidelines through real situations, transfer the concepts learned to your everyday life and to consolidate the key techniques of the skill. 
    Duration: 25 hours

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  • 1. INTRODUCTION

    • Explanation by Félix Cuesta of the customer experience concept.
    • Making the student aware of the reasons why the development of this skill is recommended.

     

    2. DEFINITION OF THE SKILL

    • Introduction.
    • Product-focused versus customer-focused companies.
    • Definition of competency.
    • Keys for obtaining a customer-focused organization.
    • Benefits of personalizing the customer experience.
    • Characteristics of people who promote the culture of customer experience.
    • Pillars of customer-focused companies.
      • Star method of Jay Galbraith.
    • Keys for promoting a culture of customer experience.
    • Self-evaluation of knowledge.
    • Remember that… Summary of key ideas.

     

    3. PROMOTING AWARENESS OF THE IMPORTANCE OF CUSTOMER EXPERIENCE

    • Introduction to behaviour.
    • Causes of lack of awareness.
    • Awareness shared between the company and the professional.
    • Key behaviours for the adequate management of the customer experience according to B-Talent.
    • Self-evaluation of knowledge.
    • Remember that… Summary of key ideas.

     

    4. COMMUNICATING THE ROLE OF EACH TEAM MEMBER IN CUSTOMER FOCUS

    • Introduction to behaviour.
      • Data from Forrester Research about customer experience.
    • The value chain.
    • Benefits of communicating the role of each member of the team.
    • Keys to knowledge of one´s own role.
      • The relation between service and the treatment given.
    • Key behaviours for understanding one´s own role and their implications according to B-Talent.
    • Self-evaluation of knowledge.
    • Remember that… Summary of key ideas.

     

    5. CREATING UNIFORM CORPORATE MESSAGES AND ACTIONS WITH CUSTOMERS

    • Introduction to behaviour.
    • Benefits of creating corporate messages.
    • Creating corporate messages.
      • Design of brand experience.
      • Structuring of interactions with the customer.
        • Customer journey.
    • Keys for creating coherent messages and actions.
      • Image.
      • Actions.
      • Communication.
    • Keys for creating uniform corporate messages and actions according to B-Talent.
    • Self-evaluation of knowledge.
    • Remember that… Summary of key ideas.

     

    6. GUARANTEEING THAT ACQUIRED COMMITMENTS ARE FULFILLED.

    • Introduction to behaviour.
    • Benefits.
    • Engaging with the customer.
    • Mistakes which complicate fulfillment of commitments.
    • Guaranteeing the fulfillment of the commitment.
      • Sincerity.
      • Coherence.
      • Professionalism.
      • Updating.
      • Follow-Up.
    • Keys for resolving failures.
    • Key behaviours for ensuring that commitments are fulfilled according to B-Talent.
    • Self-evaluation of knowledge.
    • Remember that… Summary of key ideas.

     

    7. REWARDING THE TEAM MEMBERS

    • Introduction to behaviour.
    • Benefits.
    • Types of rewards and recognition.
    • Keys for rewarding team members according to Colin Shaw.
      • Stimulating.
      • Interesting.
      • Exploring.
      • Energizing.
      • Gratifying.
    • Key behaviours for rewarding team members according to B-Talent.
    • Self-evaluation of knowledge.
    • Remember that… Summary of key ideas.

     

    8. CONCLUSIONS

    • Decalogue of good practices.
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