Defining customer satisfaction assessment criteria.Understanding the difference between meeting expectations and creating customer loyalty.Identifying the moments of truth in the customer relationship.Mastering the key emotions in developing customer loyalty.Achieving success in the emotional aspect of customer relations.PMI accreditation: earn 0.5 points toward your Leadership certification.
Wer teilnehmen sollte
Anyone who works in direct contact with customers.
Kursvoraussetzungen
No prerequisites.
Was du lernen wirst
In this module, you will learn to identify and take account of the operational and relationship expectations of your customers to better satisfy them. You will incorporate the emotional dimension into your customer relationships in order to better secure customer loyalty.
Zusätzliche Informationen
This course is eligible for 0.5 PDUs according to the PMI Triangle.
Learners are to collect the PDUs (points) themselves and declare them on the official PMI website.
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