Customer relationships: the stakes

To understand the context of contact with customers.

Module objectives

By the end of this module, participants will be able to:

 

  • Satisfy the operational and relational expectations of your customers.
  • Understand the factors that generate customer loyalty.
  • Manage the emotional aspect.

Programme

The module programme:

 

  • Criteria for assessing customer satisfaction.
  • Differentiating between customer satisfaction and customer preference.
  • Identifying true exchanges with customers.
  • The key emotions in creating customer loyalty.
  • Managing the emotional aspect successfully.

Course duration

30 Minutes

 

Who should attend?

This module is aimed at:

 

Professionals in direct contact with customers.

Languages

This module is available in;

 

English, French, German, Portuguese, Italian, Spanish, Russian, Hungarian.



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Testimonial

 

    "very enjoyable, the trainers are both very knowledgeable and approachable", "I have found myself using the management tools we were taught, even ones I didn't think I would use." These quotes are typical of the student feedback from BTEC courses supplied by Cegos. Student learning is the most important measure of training effectiveness and the results of these courses have been excellent, additionally I have been impressed by the way Cegos have provided an efficient, professional and fle...

 

31/03/2011
Workforce Development Manager

 

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