Excellent Customer Care

Course curriculum

1. Promo Course
2. 01 Excellent Customer Care Overview
3. 02 About Training
4. 03 Training Contents
1. 04 Excellent and Bad Customer Experience Exercise
2. Quiz Lesson 1
1. 05 Why Customer Care?
2. 05 Why Customer Care?
3. 05 Golden Rule
4. Quiz Lesson 2
1. 06 Managing Expectations
2. 07 Expectation = Perception
3. 08 Expectation < Perception
4. 09 Expectation > Perception
5. 10 Conclusion
6. Quiz Lesson 3
1. 11 What is Customer Experience?
2. 12 The Customer Experience Journey
3. 13 Tips for Customer Care
4. Quiz Lesson 4
1. 14 The First Impressions
2. 15 Positive Organisational Image
3. Quiz Lesson 5
1. 16 Definition of Courtesy
2. 17 Elements of Showing Courtesy
3. Quiz Lesson 6
1. 18 Attitude is Everything
2. Quiz Lesson 7
1. 19 Ethical Issues
2. 20 Tips in Practicing Ethical Behavior
3. Quiz Lesson 8
1. 21 The Meaning of Communication
2. 22 The Communication Equation
3. 23 Barriers to Effective
4. 24 Communication Barriers Between Men and Women
5. Quiz Lesson 9
1. 26 Dealing with Difficult Behavior
2. 27 Dealing with The Talkative Customer
3. 28 Dealing with Angry Customer
4. 29 Dealing with the "Know-It-All" Customer
5. 30 Dealing with Indecisive Customer
6. 31 Dealing with Suspicious Customer
7. Quiz Lesson 10
1. 32 The H.E.A.R.T

A proactive attitude that can be summed up as: I care and I can do.

How a company deals with its consumers before, during and after a purchase or use of a service.
A series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.