The challenges of customer relationships

background

Customer relationship management is at the heart of the strategy of any company that wants to stand out in a competitive environment. This interactive module from the CEGOS Classic Collection is designed to equip professionals in direct contact with customers with the skills they need to assess and improve customer satisfaction and loyalty. Through an approach that focuses on “moments of truth” and emotional management, this course offers the keys to turning each interaction into an opportunity to strengthen the relationship.

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Issues of the theme

• Satisfaction assessment: Learn to define and measure the criteria that influence customer satisfaction for continuous improvement.
• Loyalty: Understand the fundamental difference between meeting expectations and retaining them, and adopting strategies to encourage loyalty.
• Emotional management: Identify and control the key emotions to succeed in the emotional relationship and promote deep and lasting customer loyalty.

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Summary

This training in an interactive format is essential for any professional aiming to excel in customer relationship management. It equips participants with the tools and techniques to identify and respond effectively to the operational and relational expectations of their customers. By integrating the emotional dimension into the customer relationship, learners will be able to create stronger and more meaningful relationships, thus facilitating long-term loyalty. Perfectly adapted to the needs of companies wishing to optimize their customer service, this training will enrich your catalog and contribute to the success of your customer experience strategy, by strengthening the key skills of your teams on the front line.

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A word about the publisher

Cegos is an undisputed leader in the vocational and continuing training sector, whether in France or internationally. Cegos content offers extensive expertise, covering various areas such as management, skills development, organizational performance, individual and collective effectiveness, marketing and sales, as well as project management.

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