Quality of service and customer service

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– Understand the importance of offering quality customer service, its approach and its need.
– Know how to plan and organize customer service in the company.
– Learn to face any situation that arises with clients.

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TOPIC 1. The marketing mix
1.1 Introduction to the concept of Marketing
1.2 Marketing variables
1.3 Other variables and determinants of marketing
1.4 The 4 C's and the future of the Marketing Mix
1.5 Decalogue of the principles of New Marketing (Kotler)
That We have learned
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TOPIC 2. Customer service and the marketing mix
2.1 Introduction to the concept of service
2.2 Types of service
2.3 Characteristics of the services. Differences between Product and Service
2.4 Service and customer support
2.5 Rules for good communication in customer service
2.6 Measures and action plan to improve customer service
That We have learned
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TOPIC 3. Caring for existing clients
3.1 Customer Value and Satisfaction
3.2 Decalogue for satisfactory customer service
3.3 Net Comprehensive Value (VIN) of the client
3.4 Creating links with clients
3.5 Loyalty and retention of existing customers
3.6 Experiential marketing
That We have learned
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TOPIC 4. Forms of customer service
4.1 Introduction
4.2 Forms of customer service (I)
4.3 Forms of customer service (II)
4.4 Forms of customer service (III)
4.5 Customer service department
4.6 Functions, structure and methodology
4.7 After-sales service
That We have learned
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TOPIC 5. Satisfaction of customer needs and segmentation
5.1 Introduction
5.2 Satisfaction of customer needs
5.3 Customer needs
5.4 Market segmentation and customer segmentation
5.5 Types of clients
5.6 Other classifications of customer types
5.7 The acid test for a segment
5.8 The next step: One to One Marketing
5.9 Database Marketing. Structuring and requirements
5.10 CRM or customer relationship management.
5.11 Client portfolio
5.12 Acquisition of new clients. Phases
That We have learned
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TOPIC 6. The client and the quality of service
6.1 Introduction to the concept of quality
6.2 Quality Control, Quality Assurance and Total Quality (TQC)
6.3 Quality Concept
6.4 Basic principles of quality
6.5 ISO 9000:2000 Standards
6.6 Measurement, analysis and improvement
6.7 Maintain customer focus
That We have learned
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TOPIC 7. Basic program and documentation for quality improvement 205
7.1 Development and execution of a quality improvement program
7.2 TQC: the documentation of a quality management system
7.3 Types of documents of a quality management system
7.4 Certification and accreditation
That We have learned
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TOPIC 8. Continuity in the correct quality of service and customer service
8.1 The client's service meter. Customer complaints
8.2 Attitude towards claims. Types of customers who complain
8.3 Complaint resolution What to do and how to act when faced with a complaint?
8.4 Barriers to improving service quality
8.5 and customer service
8.6 Personnel selection
8.7 Staff training: The training plan
8.8 Staff motivation
That We have learned
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TOPIC 9. Planning of continuous quality improvement actions
9.1 Strategic Planning
9.2 Continuous improvement process or PHVA
9.3 Quality circles (I)
9.4 Quality circles (II)
9.5 Kaizen (I)
9.6 Kaizen (II)
9.7 Kaizen (III)
That We have learned
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TOPIC 10. Introduction to benchmarking
10.1 History and Concept of Benchmarking
10.2 Benchmarking Categories
10.3 The basic benchmarking process
10.4 Benchmarking Process by Robert C. Camp (Xerox)
10.5 Spendolini Five Stage Benchmarking Process (I)
10.6 Spendolini Five Stage Benchmarking Process (II)
10.7 Spendolini Five Stage Benchmarking Process (III)
10.8 Risk factors and obstacles to the success of Benchmarking
10.9 Benchmarking to feel good
That We have learned
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Practical assumption

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