Online Course in Customer Service and User Experience

You will gain skills in emotional self-awareness, self-regulation and empathy applied to customer service, reinforcing assertive communication, active listening and adaptive responses to emotional demands, and conflict de-escalation skills.

You will deepen theories on emotional intelligence, affect regulation models, interaction analysis and psychological strategies to prevent escalations, manage complaints and improve service perception.

You will apply tools for customer loyalty, design empathetic conversations, manage service teams, measure emotional satisfaction and implement intervention protocols across contact channels to improve retention, customer experience and operational efficiency, and accessibility considerations in face-to-face and inclusive multichannel digital services.

You will develop effective communication, active listening, empathy and assertiveness to improve customer service, handle inquiries and strengthen relationships with users, clients and audiences, and cultural adaptation for diverse sectors such as banking, tourism and retail, and cross cultural competence.

You will learn service models, response protocols, incident management, conflict resolution techniques and loyalty strategies focused on customer experience and corporate reputation, and proactive service design.

Applicable to telephone support, digital channels, retail and face to face service, it covers metrics analysis, design of service flows, satisfaction improvement and ability to lead service teams, and operational improvement initiatives.

Integrated into the broad Care sector, this comprehensive course delves deeply into social influence and commercial influence, and their strategic applications. We will examine in detail how the human brain processes persuasive information and triggers the complex mechanisms behind unconscious purchase decisions.

It is essential, practical training to better understand sales dynamics, effective personal leadership, and power relations from a comprehensive commercial and social perspective.

We help you build a much more persuasive profile, thereby improving your critical analysis abilities and your deep understanding of human interactions across diverse commercial, telephone, and professional contexts.

Exceptional service requires knowing how to manage critical moments. In this Customer Service course, you will apply active listening and assertiveness to calm any tense situation while understanding the customer's real needs.

We will provide you with emotional intelligence strategies so you do not take complaints personally. You will master de-escalation and negotiation techniques that allow you to offer viable alternatives, ensuring mutually beneficial agreements quickly and very professionally.

You will turn complaint stress into a loyalty-building tool. By strengthening your problem-solving ability, you will enhance corporate reputation and your leadership in the commercial department.