Curso de Atención al Cliente

Program Overview

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This online Customer Service program enhances sales skills and provides knowledge for managing teams and delivering exceptional customer service in commercial activities. Through a customer-centered approach and collaboration with Harvard Business Publishing Education, learners gain valuable insights into sales techniques, team management, and neuromarketing principles. The program is ideal for individuals in telephone sales, customer service, and marketing seeking professional growth.

Program Outline

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Degree Overview:

The online Customer Service course aims to equip individuals with the skills and knowledge necessary to manage teams and provide exceptional customer service during commercial activities. It covers various aspects of sales and telemarketing, including:

• Building trust and loyalty: Generate trust in customers, address their concerns, and foster loyalty.
• Team management: Develop the skills needed for effective telephone management, including team organization and creating collaborative environments.

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Objectives:

• Master sales techniques: Identify the fundamentals of commercial activity adapted to the telephone medium.
Apply the most appropriate sales techniques in each situation.
• Result measurement: Apply metrics to assess results in both sales and post-sales customer service situations.
• Goal setting and KPI measurement: Measure KPIs and achieve goals aligned with customer commitments.
• Neuromarketing principles: Understand the principles of neuromarketing and their influence on achieving objectives.
• CRM systems: Analyze different CRM systems, their usefulness, and meeting expectations.
• Process improvement: Categorize different methods for improving processes.
• Risk minimization: Minimize the risk of regulatory non-compliance in telephone sales activities.

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Outline:

The course is structured into 12 modules:

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Module 1: Selling is Human

• Selling to people.
Selling is human.

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Module 2: Learning to Be a Good Salesperson

• Types of sales
• What you need to know and do to sell by phone II
• Creating your own CC - Outsourcing

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Module 6: Planning CC Resources

• CC plan.
Vision, mission, and strategies.
• CC team organization: agents, analysts, supervisors

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Module 7: Understanding CC Dynamics

• CC technology and vocabulary
• The customer experience in the CC

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Module 8: High-Performance Teams in the CC

• Selecting, training, and motivating the CC team
• Creating a CC culture.
Continuous improvement. Change management
• Objectives and Forecasting
• Key control and evaluation metrics

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Module 10: Some Technologies: CRM and Others; Virtual Assistants...

• CRM: Salesforce.com
• Other technologies: virtual assistants

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Module 11: Ethics, Codes of Conduct, Best Practices

• What is the purpose of ethics, best practices, and codes of conduct?

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Module 12: Trends and the Future

• Drawing the future is easy.
Getting it right is very difficult.

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Teaching:

• Online learning: The course is delivered entirely online, allowing students to learn at their own pace and from anywhere.
• Masterclasses with experts: Students have access to live masterclasses with successful professionals and leading speakers.
• Expert faculty: The course is taught by faculty who combine teaching with professional practice, bringing the latest trends and methodologies to the classroom.
• Personal tutor: Students receive personalized guidance and support from a tutor throughout the course.
• Professional internships: Students can inquire about internship opportunities through the university's partnerships.
• Harvard Business Publishing Education collaboration: The course includes two Harvard courses:
• Harvard certifications and digital badges: Upon completion of the Harvard courses, students receive personalized certificates and digital badges.

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Careers:

The course is designed for individuals working in:

• Telephone sales: Employees of companies dedicated to telephone sales, customer service, call center managers, and traditional sales network managers.
• Customer service: Professionals in customer service departments, distance selling, and those seeking to improve their careers or businesses.
• Marketing: Professionals in marketing who want to enhance their knowledge in customer service, a key area of any company.

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Other:

• Customer-centered approach: The course emphasizes the importance of customer service as a cornerstone of business success.
• Prosumer management: The course covers the management of prosumers, a key skill in sales and after-sales service.
• QS Stars: Top rating in the prestigious QS Stars ranking for Internationalization, Employability, Teaching, and Online Learning.
• EFQM: Highest level of EFQM recognition, the only international certification that recognizes organizations for their excellent, innovative, and sustainable management.
• Times Higher Education: Third position among Spanish universities in the Times Higher Education (THE) World University Rankings 2021.