Customer Care Management

Objective of the Course:

Course aims at acquainting the participants with skills to manage customers as drivers to business growth and prosperity. By end of the course, the participant will have an understanding of who a customer is, managing any character of a customer, techniques of customer retention, knowledge of what customers expect and how to increase the number of customers in the organization.

Who Should Attend:

Customer service representatives, technical and support personnel, field service representatives, account managers, credit and billing specialists, small business owners—as well as managers who want customer service training in order to reinforce their skills and train their staffs.

Course Content

  • Why customer care and service are important
  • How customer service creates revenue
  • Focusing on customers’ top two expectations to save time and reduce stress
  • Managing customer expectations by personality style
  • Defining customer care/service
  • How to deliver effective service
  • Effective communication
  • Managing your behaviors when dealing
  • Techniques for dealing with difficult customers
  • How to handle complaints
  • Responding effectively to specific customer behaviors
  • How you and your company can improve the service it offers
  • Personal action plan

“This is a one day course”