Calidad en el servicio y lealtad del cliente

Calidad en el servicio y lealtad del cliente

Course
es
Spanish
15 h
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Source
  • From www.edx.org
Conditions
  • Self-paced
  • Free Access
  • Fee-based Certificate
More info
  • 3 Sequences
  • Intermediate Level

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Course details

Syllabus

1. Calidad en el Servicio

1.1. Concepto de calidad

1.2. Modelo de gestión de calidad para servicios

2. Estrategia de servicio y lealtad del cliente

2.1. Conceptos fundamentales de satisfacción de clientes

2.2. Satisfacción del cliente: Herramienta estratégica

2.3. Modelos de satisfacción del cliente

2.4. Ciclo de valor-lealtad

2.5. Programas de medición de la satisfacción

2.6. Medición de la satisfacción en la práctica

3. Liderazgo de Acción Positiva y mercadotecnia de servicios

3.1. Código de ética American Marketing Association

3.2. Liderazgo de Acción Positiva aplicado a la mercadotecnia de servicios

Prerequisite

Conocimientos básicos sobre administración de negocios y empresas.

Instructors

Isaac Guerrero Jaimes
Lic. en Ciencias de la Comunicación
Universidad Anáhuac Puebla

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