This training action is publicly funded and completely free of charge for participants.
The call for proposals for this training plan is an initiative of the Ministry of Work and Social Economy (MTES) and the Public Employment Service (SEPE), with the State Foundation for Training in Employment (FUNDAE) responsible for its control and oversight.
Target audience:
Training program intended for self-employed workers.
Upon completion of this course, participants will be able to:
- Understand the fundamentals of customer service.
- Develop communication techniques and conflict resolution skills.
- Implement customer retention strategies and digital channel integration.
- Evaluate and promote continuous service improvement.
Program details
Provide high-quality customer service and identify tools to measure customer satisfaction levels.
Content
Knowledge / Cognitive and Practical Skills
- Definition and Core Components of Customer Care:
- Verbal and non-verbal communication.
- Active listening.
- Empathy.
- Business success as an overarching objective.
- Environmentally sustainable communication channels.
- Identifying Customer Profiles and Expectations:
- Customer typologies: Internal and external clients.
- Customer motivations and driving factors.
- Customer expectations and indicators of satisfaction.
- Outlining the Customer Service Process:
- Stages of service delivery: From intake/reception to service closure.
- Etiquette standards and corporate policies.
Management, Personal, and Social Skills
- Proactive interest in the core components of customer care.
- Commitment to adhering to service delivery stages while following fundamental standards of courtesy.
- Engagement with customer expectations, motivations, and needs.
Knowledge / Cognitive and Practical Skills
- Organizing Effective Communication Techniques:
- Tools to enhance communication effectiveness.
- Managing intonation, pitch, tone, and pacing in conversation.
- Adapting language and tone to different customer typologies.
- Applying Conflict Resolution and Complaint Management:
- Common problems and dispute scenarios.
- Strategies for effective complaint resolution.
- Techniques and tools for managing challenging or difficult customers.
- Simulating Customer Retention and Loyalty Building:
- Principles of customer loyalty and retention.
- Techniques for client retention and building long-term relationships.
- Customer value creation.
- Adding value through Corporate Environmental Responsibility (CER).
- Selecting Digital Tools for Customer Care:
- Customer support via telephone, email, and live chat.
- Utilization of Customer Relationship Management (CRM) systems.
- Emerging trends in digital customer care and online support.
Management, Personal, and Social Skills
- Willingness and openness to utilize conflict resolution tools.
- Active involvement in applying customer loyalty principles and retention techniques.
- Keen interest in emerging trends and digital tools within modern customer care environments.
Knowledge / Cognitive and Practical Skills
- Listing Tools for Customer Satisfaction Measurement:
- Methods for measuring customer satisfaction.
- Satisfaction surveys and direct feedback channels.
- Key Performance Indicators (KPIs).
- Interpretation and analysis of KPIs.
- Identifying Areas for Continuous Improvement:
- Identification of areas for improvement in customer care.
- Implementation of corrective actions, improvements, and follow-up.
- Staff training and professional development.
Management, Personal, and Social Skills
- Curiosity and interest in methodologies for measuring and interpreting customer satisfaction.
- Self-reflection regarding key operational areas to enhance overall customer care quality.
- Active participation in proposals for training and upskilling customer service personnel.
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