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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.
Who should attend
Anyone who works in direct contact with customers.
Course Prerequisites
No prerequisites.
What you will learn
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.
Additional information
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.