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OBJECTIVE:
Learning from my own abilities to increase my knowledge to bring new customers, so as the way to keep the existent ones. Learning to motivate myself in order to develop myself professionally and personally. Understanding the importance of always working with quality to accomplish my goals.
BASIC COURSE INFORMATION:
ADDRESSED TO:
Managers, Administrators, Sales Executives, and people in preparation for this level.
DEVELOPING COMPETENCIES
Customer service, commercial spirit, listening, organizational sensitivity.
SYLLABUS
I. PERSONAL QUALITY AND SELF-MOTIVATION
A. Who Are You?
B. Self-Observation
C. Self-Consciousness
D. Self-Knowledge
E. Self-Motivation and its Benefits
II. SELF-ESTEEM AND SELF-KNOWLEDGE
A. Advices to Increase your Knowledge
B. How to Strengthen your Self-Esteem
C. Increasing your Self-Esteem
III. IMAGE
A. The Company’s Collaborators Image
B. Personal Image
C. Identifiers
IV. QUALITY AND CUSTOMER SERVICE
A. Customer Service
B. Customer Service and Quality
C. What is Quality?
D. Quality Service Functions
E. Quality Management
F. Elements that are part of Quality Costs
G. Non-Quality Costs
H. Quality in Customer Service Benefits
I. 10 Commandments for Customer Service
J. The Basic Components for Good Service
K. Customer Satisfaction
L. What is a Customer?
M. Customers
V. ATTITUDE AND COMMUNICATION
A. Attitude
B. Improving Attitude Techniques
C. Communication
D. Communication Elements
E. Ways of Communication
– Visual People
– Auditory People
– Kinesthetic People
F. Tips for Better Communicating
G. Priceless Things that Generate Value
BENEFITS
- Having tools to prevent the consequences for being under pressure or stressed out.
- Having a methodology to help compensate the stress consequences and achieving to significantly diminish the stress effects when present.