The challenges of customer relations

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.

This course will cover:

• 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.

Target Audience

Anyone who works in direct contact with customers.

Accreditation

PMI accreditation: earn 0.5 PDU points from PMI.