Course description
How to Generate Loyalty Through the Customer Experience in the Service
Customer service is a concept that is currently also recognized as Customer Experience Management, and that is gaining more and more strength as part of the strategic and competitive growth of organizations to the extent that the relationship with customers is a factor. essential in the business management process.
In this way, it is recognized that the assessment that the client makes about the service provided by the organization is of the utmost importance and some strategies by which the perspective and perception of the client can be explored as a key factor in making strategic decisions for the Strengthening your bond of loyalty.
For this reason, this MOOC will also address some key aspects and tools, such as market research, which allow the identification of customer needs and desires, so it is necessary to recognize how this information favors the design of marketing strategies. customer retention, which favor the loyalty bond, and, likewise, propose improvement plans in the organization's customer service.
Likewise, the possibilities that organizations have to categorize their clients will be identified; because in addition to recognizing their desires and needs, it is essential to consider variables such as geographic location, demographic characterization, profile (age, interests, income), psychographic profile (details of purchasing behavior: why you decide to buy that product or service), among others.
Upcoming start dates
Suitability - Who should attend?
Prerequisites
None
Outcome / Qualification etc.
What you'll learn
- Understand the importance of customer service through the essential elements that constitute it and the knowledge of some strategies that allow improving the customer's loyalty bond towards the organization.
- Understand the conceptual bases of customer service in an organization, through the identification of its advantages and importance for customers, in order to propose strategies that improve their loyalty to the organization.
- Recognize the client through the identification of their needs, desires and how these elements allow their characterization for the design of service strategies.
- Understand how the customer experience is improved through knowledge of the service strategy variables in order to strengthen customer-organization loyalty.
Training Course Content
Importance of Customer Service
- Advantages of customer service
- The customer's view of the service
Customer needs and wishes
- Identifying needs and wants
- Characterization of clients
Customer Service Support Strategies
- Problem solving with the client
- Exceeding customer expectations
Course delivery details
This course is offered through Pontificia Universidad Javeriana, a partner institute of EdX.
4-6 hours per week
Expenses
- Verified Track -$49
- Audit Track - Free