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Course Content
Section 0. Course overview
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Course pre-lesson
02:05
Course Files
Section 1: Introduction to Customer Care
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1.1 Customer care and its importance
04:27
1.2 Customer care Vs Customer service
02:41
1.3 Role of customer care in business success
01:08
1.4 Internal vs. external customers
02:07
1.5 Customer satisfaction and loyalty
04:26
1.6 Characteristics of excellent customer care
04:46
Quiz One
Section 2: Understanding Customer Needs
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2.1 Types of customer needs
05:25
2.2 verbal and non-verbal customer cues
04:37
2.3 Emotional intelligence in customer care
02:58
2.4 Techniques to uncover hidden customer needs
07:03
2.5 Respond proactively to customer expectations
03:23
2.6 Create customer profiles for better service.
02:03
Quiz Two
Section 3: Communication Skills in Customer Care
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3.1 Communication process
06:46
3.2 Verbal communication techniques
03:19
3.3 Practice active listening skills
01:15
3.4 Written communication in customer interactions.
02:48
3.5 Positive language in customer interactions.
00:58
3.6 Communication barriers effectively
03:36
Quiz Three
Section 4: Customer Relationship Management (CRM)
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4.1 Define CRM and its benefits
04:32
4.2 Explore CRM software tools and systems
02:28
4.3 Develop customer loyalty programs
05:57
4.4 Maintain and update customer records
02:41
4.5 Use data to personalize customer service
04:04
4.6 Customer journey lifecycle
03:42
Quiz Four
Section 5: Problem Solving and Complaint Handling
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5.1 Common sources of customer complaints
07:59
5.2 Effective complaint resolution
07:45
5.3 Empathy and professionalism
02:43
5.4 Document and escalate issues appropriately
05:53
5.5 Turn complaints into service opportunities
02:25
5.6 Measure satisfaction after problem resolution
03:49
Quiz Five
Section 6: Telephone Etiquette
0/7
6.1 Proper phone greeting and closing
03:30
6.2 Manage tone, clarity, and pace during calls
04:03
6.3 Handle hold times and transfers
02:20
6.4 Take accurate messages and notes
02:46
6.5 Resolve issues over the phone effectively
04:03
6.6 Apply protocols for outbound calling
01:21
Quiz Six
Section 7: Email and Online Communication
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7.1 Professional customer service emails
03:07
7.2 Response time expectations
03:53
7.3 Use templates while maintaining personalization
03:41
7.4 Handle complaints via email tactfully
03:29
7.5 Maintain proper formatting and tone
03:26
7.6 Use chat and social media support tools effectively
02:58
Quiz seven
Section 8: Face-to-Face Customer Interaction
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8.1 Maintain professional body language.
06:46
8.2 Greet and welcome customers effectively.
03:26
8.3 Recognize personal space and cultural sensitivity.
06:09
8.4 Handle waiting time issues.
04:36
8.5 Manage conflict in person.
03:08
8.6 Provide a memorable in-person experience.
02:35
Quiz eight
Section 9: Customer Retention Strategies
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9.1 Customer acquisition vs. retention.
07:34
9.2 Factors affecting customer loyalty.
06:05
9.3 Develop reward and loyalty programs.
05:37
9.4 Solicit and act on customer feedback.
05:43
9.5 Build long-term customer trust.
02:50
9.6 Prevent customer churn with proactive service.
04:25
Quiz Nine
Section 10: Service Recovery Techniques
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10.1 Understand service failure impact.
04:15
10.2 Apply the LEARN model
03:48
10.3 Offer fair compensation.
03:27
10.4 Communicate recovery steps clearly.
02:18
10.5 Rebuild customer confidence.
03:28
10.6 Track and evaluate recovery outcomes.
03:27
Quiz Ten
Section 11: Time Management in Customer Service
0/7
11.1 Prioritize customer service tasks.
04:45
11.2 Manage peak service hours.
05:18
11.3 Avoid multitasking errors.
03:37
11.4 Set realistic expectations for response times.
03:35
11.5 Use service scripts efficiently
05:00
11.6 Handle interruptions professionally.
02:49
Quiz Eleven
Section 12: Stress Management for Customer Service Staff
0/7
12.1 Sources of customer service stress
06:37
12.2 Develop emotional resilience
05:30
12.3 Apply techniques for calming difficult interactions.
01:59
12.4 Use time-outs and support systems
04:17
12.5 Recognize burnout symptoms.
05:00
12.6 Promote self-care and mental wellness.
04:26
Quiz Twelve
Section 13: Customer Service Ethics and Professionalism
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13.1 Ethical behavior in customer service.
01:25
13.2 Maintain honesty and integrity.
03:46
13.3 Privacy and data protection
03:49
13.4 Treat customers fairly and without bias.
03:46
13.5 Avoid conflicts of interest.
03:10
13.6 Uphold the company’s values and brand.
03:02
Quiz Thirteen
Section 14: Measuring Customer Satisfaction
0/7
14.1 Tools for measuring satisfaction (surveys, NPS).
05:19
14.2 Analyze feedback data
06:11
14.3 Interpret customer satisfaction scores
05:59
14.4 Report findings to relevant stakeholders
05:51
14.5 Use results for continuous improvement
05:03
14.6 Set benchmarks for service quality
05:18
Quiz Fourteen
Section 15: Continuous Improvement in Customer Care
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15.1 Adopt a growth mindset in customer service
06:07
15.2 Conduct service reviews and audits
07:06
15.3 Customer feedback to improve services
03:22
15.4 Personal and team development goals
03:54
15.5 Innovation in service delivery
04:42
15.6 Industry trends and technologies
04:27
Quiz Fifteen
Modern Customer Care Mastery
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