Attention to the Client and Fidelización

The matter developed in this practical Course on attention to the client pretends to teach us to review our organisation and our commercial processes from the optics of a political of attention to the client optimum. It will show us how interpret the attitude of our clients and how comport us in the moments of the truth in front of them to offer them a value added that it do them repeat the experience of purchase with us.

The attention to the client is an activity in which the personal attitude of the workers incide directly in the development of the same. We see each day how the capacity of communication or empathy of the vendors seems not having a lot of importance as which businesses, but also know that it is possible to purchase the necessary social skills to offer a service of quality.

The decision of purchase comes determined by factors that at all have to see with the amount of the product or the level of need that have of the same.

Is the power in hands of the client? Only to some extent, we do not forget that they wish our attention, our service or product. Neither we forget that we are there to attend them and satisfy the needs that our company, product or service can satisfy.

• Will see how is very important to know how, why and when work the companies that compete with us in all type of fields (by similarity of product, for sharing street...). It is necessary to treat to answer to the same questions that do on our organisation putting us in the place of the corresponding competitors.




• Realise proofs with distinct attitudes of purchase, note observations with depth of the behaviours of all those vendors or prestadores of services with which establish contact. To study and reflexionar on his styles of communication, his no verbal behaviour and his performance in the different situations to which expose them.

Poses a practical course to learn to motivate to the personnel with the technicians and tools of study to carry the learnt to the practice in any type of company. The order in which present the matters, after the introduction, is the order that propose to realise the design and the proposal of implantation of a politics of attention to the client optimum in small, average and big companies.

Expected to achieve these objective and that this course provide a vision of group of utility for all those interested in the matter that approximate to her for the first time or that wish to deepen in his knowledges.

There are not specific requirements of access.

SUBJECT 1. INTRODUCCIÓN
1. THE ATENCIÓN AL CLIENT
to) A bit of history.
b) Características.
c) Concepts básicos.
2. LEGISLACIÓN.
To) Real Legislative Decree 1/2007, of 16 of November, by which approves the text refundido of the General Law for the Defence of the Consumers and Users and other complementary laws (BOE of the 30).
b) Rights of the consumers and users.
c) Duties of the consumers and users.
d) The protección of data.
And) Systems of Lists Robinson
f) Información práctica.

SUBJECT 2. THE VENDOR
1. ANÁLISIS INTERN: COMPANY.
1.1 Structure.
1.1.1. Producción.
1.1.2. Productivity.
1.1.3. Service of atención to the client.
1.1.4. Situación Commercial.
1.2. Account of results.
1.3. Análisis Intern. Tools.
1.3.1. Análisis DAFO.
1.3.2. Excel: relación Of variables by means of «tables dinámicas».
1.3.3. Simulación Of stages.
2. ANÁLISIS EXTERNAL: SURROUNDINGS.
2.1. Surroundings.
2.1.1. The general surroundings.
To) Conditions económicas.
b) Conditions políticas and legal.
c) Social conditions.
d) Global.
2.2. The surroundings físico.
2.3. The surroundings tecnológico.
2.4. The surroundings específico.
To) Government.
b) Groups of presión.
c) Consumption.
d) Providers.
And) Competitors.
f) Clients.
2.5 Análisis of consumptions.
2.6 Competition.
2.7 Previsión of demand.
2.8 Tools.
2.9 Información práctica.
3. COMPONENTS FÍSICOS And METAFÍSICOS.
3.1 Atención electrónica.
3.2 Atención telefónica.
3.3 Atención presencial.
3.4 Atención impresa.
4. CONCLUSIONS And PROPOSALS OF IMPROVEMENTS.

SUBJECT 3. THE CLIENT
1. THE DECISIÓN OF PURCHASE.
2. NEEDS OF THE CLIENTS.
3. THE CLIENT CONTEMPORÁNEO. PROFILE.
4. TYPES OF CLIENTS.
3.1 Types of relación.
3.1.1. Internal clients.
3.1. 2. External clients.
3.1.3. Final clients.
3.2 personal Shots.
3.3 Prejudices and stereotypes.
5. ELABORACIÓN OF TIPOLOGÍACE OF CLIENTS.
6. ¿QUÉ They WANT THE CLIENTS?
7. ¿CÓMO ATTEND THEM?

SUBJECT 4. THE SERVICE OF ATENCIÓN AL CLIENT
1. INTRODUCCIÓN.
2. MODEL OF RELACIÓN.
2.1 The moments of the truth.
2.1.1. Información.
2.1.2. Asesoramiento.
2.1.3. Recepción Of requests.
2.1.4. Hospitality.
2.1.5. Care of utensils.
2.1.6. Gestión Of incidences and unforeseen.
2.1.7. Facturación.
2.1.8. Payment.
2.2 The interacción social.
2.3 The atención front-office.
2.4 Channels of atención.
2.5 The services posventa.
2.6 Procedures of back-office. Claims.
2.7 The model of vinculación.
3. THE PERSONNEL OF ATENCIÓN AL CLIENT
3.1 Appearance física and changing room.
3.2 corporate Commitment.
3.2.1. Motivación.
3.2.2. Establishment of a misión of company.
3.2.3. Contratación.
3.2.4. Formación.
3.3 Functions and structure of the department.
3.4 Elements of support.
4. AMBIENTACIÓN And COMMERCIAL SURROUNDINGS
4.1 Points of sale.
4.1.1. Space.
4.1.2. Temperature.
4.1.3. Colours.
4.1.4. Iluminación.
4.1.5. Música.
4.2 Prácticas environmental.
4.3 Información práctica.
5. THE QUALITY IN THE ATENCIÓN AL CLIENT
5.1 Norm ISO 9001.
5.1.1. determinación Of the requirements related with the product.
5.1.2. comunicación With the client.
5.1.3. Principles básicos of the gestión of the quality iso 9001.
5.1.4. Aims of the norms JOINS-IN iso series 9000.
6. SOCIAL SKILLS.
6.1 listens It active.
6.1.1. Obstáculos
6.1.2. Skills
6.2 The comunicación.
6.2.1. The no verbal language.
6.2.2. The verbal language and the word.
6.2.3. Skills.
6.3 Análisis of the social skills.
7. ATENCIÓN TELEFÓNICA
7.1 Skills.
7.2 Recommendations.
8. ATENCIÓN IMPRESA
8.1 Skills.
8.2 Recommendations.
9. ATENCIÓN ELECTRÓNICA
9.1 Skills.
9.2 Recommendations
10. ATENCIÓN PRESENCIAL
10.1 The sale.
10.2 Phases of the sale.
10.1.1. Before the sale. Phase of preparación.
10.1.2. During the sale. Phase of sale.
10.1.3. Development of the sale. Phase of sale.
10.1.4. Después Of the sale. Phase of posventa.

Subject 5. DIRECT MARKETING
1. CARACTERÍSTICAS.
2. AIMS
2.1 Like means to improve the relations with our clients.
2.2 Like channel of distribución.
2.3 Like means of información, captación and incitación to the main consumption.
2.4 Sensibilización social.
3. ADVANTAGES And DISADVANTAGES

Subject 6. FIDELIZACIÓN
1. FUNDAMENTAL AGENTS.
2. CRITERIA OF DIFERENCIACIÓN OF CLIENTS
3. RECOMMENDATIONS
4. KEYS
5. PROGRAMS OF FIDELIZACIÓN

Subject 7. RELATIONS PÚBLICAS
1. RECOMMENDATIONS.
2. DISEÑOr OF CAMPAÑACE OF RELATIONS PÚBLICAS.