Rationale: No organization can survive with poor customer care. All business and organizations rise and fall on customer care. To build a sustainable and winning business, every organization needs to continuously assess how it treats customers. This course will equip you with all important customer care skills.
Target Group: Staff in public, private and NGO. Individuals running private business
Objectives:
From this course you will be able to:
- Appreciate what customer is and purpose
- Learn how to Manage customers
- Acquire Skills in Building a Customer Service Organization
- Learn how to Manage the Front and Back Desk
- Develop skills how to handle customer complaints
- Know how to communicate with customers
- How to retain customers
Course Content:
Module 1: Introduction to Customer Care
Module 2: Managing Customers
Module 3: Customer Service Organization
Module 4: Customer Centered Vision and Mission
Module 5: Customer Identification and Segmentation
Module 6: Front Desk Management
Module 7: Handling Customer Complaints
Module 8: Communicating to Customers
Module 9: Building customer loyalty
Module 10: Customer Recovery Plans
Case Study:
Customer Care as a Competitive edge
Code:
LSK: 19- 04