Certified Customer Care Manager

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Course Content

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Course Videos 7 Topics

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Important Customer Serivce Skills

Understanding Customer Needs

Connecting With Customers Through Empathy

Create A Customer Journey Map

Create a Customer Journey Map using PowerPoint

What is Organizational Culture

Understanding BATNA

Customer Expectations 8 Topics

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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 7 Topics

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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 6 Topics

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Customer Complaints

Complaint Barriers

Customer Journey Mapping (CJM)

Voice Of the Customer

Business Performance Measures

Customer Focus 3 Topics

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What is Customer Focus

Customer Focus Elements

Customer Focus Levels

Customer Focused Interaction 4 Topics

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Applying Knowledge Management

Using Mobile Technology

Customer Focused Employees

Team Management 9 Topics

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Team Communication

Team Socializing

Team Values and Ethics

Managing Diversity

Team Performance Management

Organisation Culture 6 Topics

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Overview of Organization Culture

Characteristics of Organization Culture

Functions of Organisation Culture

Liability of Organisation Culture

Organisational Socialisation

Individual Behaviour 4 Topics

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Integrated Human Behaviour Model

Factors Influencing Individual Behaviour

Self Concept and Self Esteem

Emotional Intelligence

Motivating Team Members 5 Topics

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What is Motivation

Theories of Motivation

Key Strategies of Motivation

How to Boost Motivation

Motivational Drives

Conflict and Negotiation Management 10 Topics

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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 10 Topics

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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

Popular CRM Tools

Customer Service Excellence

Customer Service Leadership 10 Topics

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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