Course Outline

Customer Care Basics

  • Impact of a satisfied customer
  • Value of a customer
  • Customer expectations

Communication Fundamentals

  • The communication process
  • Communication challenges
  • Communicating exceptional service

Managing Customer Perceptions

  • Perception is reality
  • Creating positive perceptions
  • Avoid negative perceptions
  • Taking responsibility

Responding Face-to-Face and by Phone

  • Listening effectively
  • Asking questions
  • Interpreting information
  • Offering a solution

Dealing with Different Customer Types

  • The Platinum Rule
  • Assertive customers
  • Angry customers
  • Talkative customers

Writing Effective Emails and Letters

  • Assessing your writing style
  • K. I. S. S. (Keep It Simple, Sweetheart) strategy
  • Using active voice
  • Opening and closing sentences







Who Should Attend

  • Managers
  • Supervisors
  • Team Leaders
  • Officers and Executives of Contact Centers/Customer Services
  • New Hirers
  • Prior knowledge of Customer Support Center is an advantage but not essential


  14 Hours


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