Distance learning module
 
M100 | Duration : 35 mn

Customer relationship: the stakes

objective
To understand the context of contact with customers.
target audience
Professionals in direct contact with customers.
IN CONCRETE TERMS, YOU WILL BE ABLE TO...
- Satisfy the operational and relational expectations of your customers.
- Understand the factors that generate customer loyalty.
- Manage the emotional aspect.
Programme
- Criteria for assessing customer satisfaction.
- Differentiating between customer satisfaction and customer preference.
- Identifying true exchanges with customers.
- The key emotions in creating customer loyalty.
- Managing the emotional aspect successfully.
HIGHLIGHTS
- The most recent concepts in psychology and loyalty marketing.
- Simulations of actual situations.
- Tools for managing emotions better.
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