Estudia

• 3. Avaluar la pròpia activitat i el propi aprenentatge i elaborar estratègies per a la seva millora
• 7. Prevenir i resoldre problemes, conflictes i prendre decisions
• 8. Treballar en equip, establint aquelles relacions que més poden ajudar a fer aflorar potencialitats de cooperació i mantenir-les de manera contínua.
• 9. Tenir habilitat per a les relacions personals en qualsevol context i situació.
• 17. Comunicar-se oralment i per escrit

1. Unit 1. The customer

2. Unit 2. Basic principles of the customer.

3. Unit 3. Customer relations design.

4. Unit 4. Phases of the sale and customer care.

5. Unit 5. New strategies.

6. Unit 6. Face to face with customers: Body language, a company visit, trade fairs, the invisible customer.

7. Unit 7. Dealing with customers on the phone: General telephoning, the 'customer care' phone call, what the customers really hear.

8. Unit 8. Call centre success: Taking an order, hotline, customer-centered call centres.

9. Unit 9.Delivering customer care through writing: Effective letters and emails, formal and informal writing styles.

10. Unit 10.Dealing with problems and complaints: Complaint strategies and policies, the letter of apology, explaining company policy.

• Martin, William B (1989 ). Managing quality customer service . Menlo Park: Crisp Publications. Catàleg
• Gale, Bradley T (cop. 1994 ). Managing customer value : creating quality and service that customers can see . New York (N.Y.): Free Press. Catàleg
• Frauendorf, Janine (2006 ). Customer Processes in Business-to-Business Service Transactions. Wiesbaden: Deutscher Universitäts-Verlag / GWV Fachverlage GmbH Wiesbaden. Recuperat 23-06-2016, a http://dx.doi.org/10.1007/978-3-8350-9447-5 Catàleg
• Harris, Elaine (2013). Customer Service: Pearson New International Edition A Practical Approach (6th). Pearson.
• Dorado, José Antonio (1994 ). Manual de recepción y atención al cliente . Madrid: Síntesis. Catàleg
• Peel, Malcom (DL 1991 ). El Servicio al cliente : guía para mejoral la atención y la asistencia . Madrid [etc.]: Deusto. Catàleg

Activitats d'avaluació:

A minimum grade of 5 out of 10 is required to pass the final assessment.

If a student chooses single assessment (evaluación única), then they must inform the teacher in charge. In this case they will be evaluated in the final exam (100%).

There is the possibility of retaking the subject for those students that do not pass the continuous assessment.In this case they will be evaluated in the final exam (100%).