After this course a student should be able to

• Evaluate the importance of effective customer service
• Identify customer expectations and how to manage them
• Recognize typical customer profiles and behaviors
• Describe the importance and impact of taking ownership of customer problems
• Define the professional behaviors needed to manage customer relationships and ensure customer satisfaction
• Use effective communication skills to obtain and impart information
• Apply techniques for handling difficult customer situations
• Recognize organization and time management needs in effective customer care

• Introduction
• Customer Care Context
• Defining customer care
• Business implications of customer care
• The importance of customer care
• Customer reactions
• From customer service to customer care
• Types of customer care
• The Customer
• Customer satisfaction
• Types of customers
• Teamworking and networking
• Customer needs and expectations
• Customer satisfaction factors
• Customer interactions and behaviors
• Interacting with customers
• Responding to customers
• The Customer Care Professional
• The role of the customer care professional
• Obtaining and clarifying information
• The role of listening
• Telephone skills
• Managing and recording interactions
• Effective voice mail
• Elements of effective communication
• Information management
• Managing Relationships
• Managing difficult situations
• Negotiating skills: preparation, negotiation, and follow-through
• Handling customer situations
• Handling conflict
• Self-Management
• Organizing and managing yourself
• Handling stress
• Critical Success Factors
• Personal action plan
• Critical success factors