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Customer Care Table of Contents


Table of Content
 

 

Customer Expectations

  • What is customer expectations
  • Customer Expectations Relevance
  • Types of Expectations
  • Expectations Model
  • Managing Expectations
  • New-Age Customer Expectations
  • Customer Feedback
  • Handling Customer Expectations

Customer Needs

  • Consumer Need
  • Understanding Customer Needs
  • Hulls Drives Reduction Theory
  • Maslow’s Hierarchy of Needs
  • McClelland’s Three Needs Theory
  • Consumer Motivation Concept
  • Means - End Chain Model

Customers Listening and Tools

  • Customer Complaints
  • Complaint Barriers
  • Customer Journey Mapping (CJM)
  • Voice Of the Customer
  • Benchmarking
  • Business Performance Measures

Customer Focus

  • What is Customer Focus
  • Customer Focus Elements
  • Customer Focus Levels

Customer Focused Interaction

  • Social Media
  • Applying Knowledge Management
  • Using Mobile Technology
  • Customer Focused Employees

Team Management

  • Team Building
  • Team Communication
  • Team Socializing
  • Team Culture
  • Team Values and Ethics
  • Accountability
  • Delegation
  • Managing Diversity
  • Team Performance Management

Organisation Culture

  • Overview of Organization Culture
  • Characteristics of Organization Culture
  • Functions of Organisation Culture
  • Liability of Organisation Culture
  • Organisational Socialisation
  • Mentorship

Individual Behaviour

  • Integrated Human Behaviour Model
  • Factors Influencing Individual Behaviour
  • Self Concept & Self Esteem
  • Emotional Intelligence

Motivating Team Members

  • What is Motivation
  • Theories of Motivation
  • Key Strategies of Motivation
  • How to Boost Motivation
  • Motivational Drives

Conflict and Negotiation Management

  • Overview of Conflict
  • Types of Conflict
  • Causes of Conflict
  • Conflict Management Technique
  • Negotiation and Conflict
  • Negotiation Basics
  • Preparing for the Negotiation Process
  • The Seven Basic Steps in Negotiation
  • Best Alternative to a Negotiated Agreement (BATNA)
  • Tactics for Negotiation Process

Customer Service Quality

  • Service Quality Basics
  • Service-Profit Chain
  • Quality Standards in Customer Service
  • Service Metrics for Customer Service
  • Service Quality Management Tools
  • Lean and Service Quality
  • Customer Experience and Service Blueprinting
  • CRM
  • Popular CRM Tools
  • Customer Service Excellence

Customer Service Leadership

  • Customer Service Strategy
  • Customer Advocacy
  • Managing a Customer Service Team
  • Leading a Customer Service Team
  • Quick Fixes to Attain Excellent Customer Service
  • Building Customer Loyalty
  • Customer Retention
  • Winning Back a Lost Customer
  • Calculating the Value and ROI of Customer Service
  • Future Trends in Customer Service



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