Course Details
Monday to Friday, from 9:00 a.m. to 2:00 p.m
In person
150
What you will learn
- Identify different types of customers and their needs in order to adapt customer service effectively.
- Apply oral and written communication techniques, both face-to-face and by telephone, in customer interactions.
- Recognize and develop key personal and social skills, such as empathy, active listening, and self-awareness.
- Implement customer service protocols, manage complaints, and apply best practices in different situations.
Course Objectives
This course prepares you to provide and manage customer relations professionally, applying communication techniques, service protocols, and social skills to ensure a satisfactory experience across different customer service channels.
Content Plan
Module 1: Basic principles of customer service
You will learn to identify different types of customers and their characteristics, understand service quality, and develop basic management and communication skills to improve customer satisfaction.
Module 2: Customer service
You will be trained in professional information and service techniques, both face-to-face and by telephone, as well as in identifying needs and common mistakes, practicing through case studies and role-playing activities.
Module 3: Service delivery
You will work on the personal and social skills that facilitate effective customer service, including courtesy, effective communication, empathy, and self-awareness, enabling you to adapt to each customer situation.
Module 4: Steps to good customer service
You will learn to apply protocols and best practices throughout the entire service process, from sales to after-sales service, including complaint management and data protection.
Testimonials from our students
I had the opportunity to learn at this institute, and I can confidently say I appreciated everything: the respectful treatment from the teachers, the excellent organization by the management, and the very high standard of education.
Excellent teachers, tutors who understand you work and want to study… They adapt and listen. 100% recommended!!! Laura is great and excellent at her job!!!
An organization full of people who truly want to help and support you. They’ve supported me from the business plan phase right up to now, a year after my cafe (Asante Café) opened, and their support continues. Thank you everyone ❤️
Degree
Upon completion of the course, participants will receive an official certificate issued by the Consortium for Continuous Training of Catalonia, certifying the specific skills acquired during the training.
