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Working at the customer’s service

Description
Customer satisfaction and customer loyalty are based on a punctual service and on a long-term relationship with the customers. This course will examine the tools designed to obtain these important results.

Target audience

  • Customer care managers and staff and customer service team
  • Front office personnel
  • Sales professionals

Versions

  • Single-company  (dedicated to individual companies)
  • Inter-company  (open to multiple companies and individuals)

Modes of delivery 

  • In-class meetings
  • Online lessons
  • Blended learning (online training and assessment meetings)

Course contents 

Comprehensive Compact Reduced
Duration in hours20128
The basic principles of customer satisfaction
How to encourage customer loyalty and positive word-of-mouth
From reactivity to proactivity
Empathic communication with the customer
Providing customer service on the phone
Communicating with the customers via chat and email
Effective complaint management
Maintaining long-term relationships depending on the types of customers
Feedback collection systems
Cross-selling and up-selling in customer service

Course structure
The course can be structured in either 8-hour full days or 4-hour half days. The interval between lessons goes from a minimum of 7 to a maximum of 30 days, according to specific needs. Between one meeting and the next, participants will be assigned tasks and exercises in order to experience what they have learnt and to engage with the teachers during assessment. The basic principle underlying Passodue training courses is that of training to actionthe exercises and case studies discussed in the classroom will be taken from participants’ real lives so that, in addition to their training, they can obtain advice immediately applicable to their roles.

Number of participants

  • Max 20 (inter-company)
  • Max 15 (single company)
  • Max 10 (web)

Expected results
If well managed, customer service offers the opportunity to build customer loyalty, generate positive word-of-mouth, create new business opportunities and learn from past mistakes. In the comprehensive course participants will examine all the aspects and tools linked to this important business function, considering the different channels through which it can be carried out. The compact course is useful to re-think procedures and become more consistent and effective in providing the service. The reduced version concentrates on the main points and on the basic concepts, allowing to become fully aware of the importance of this kind of activity.

Team of trainers
All Passodue trainers have years of corporate experience as consultants, managers or entrepreneurs. The techniques explained are the result of constant research and innovation. The consultants active in this field are Alice Alessandri, Serena Calderoni, Milena Balzani and Luca Giorgetti.

How much does training with Passodue cost?

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on how to generate positive word-of-mouth and create new business opportunities.

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