Course pre-lesson - Laambad E-Learning Platform

Course pre-lesson - Laambad E-Learning Platform

Modern Customer Care Mastery Course pre-lesson

Modern Customer Care Mastery

0% Completed

Section 0. Course overview

Course pre-lesson

Video - 00:02:05 mins

Section 1: Introduction to Customer Care

1.1 Customer care and its importance

Video - 00:04:27 mins

1.2 Customer care Vs Customer service

Video - 00:02:41 mins

1.3 Role of customer care in business success

Video - 00:01:08 mins

1.4 Internal vs. external customers

Video - 00:02:07 mins

1.5 Customer satisfaction and loyalty

Video - 00:04:26 mins

1.6 Characteristics of excellent customer care

Video - 00:04:46 mins

Section 2: Understanding Customer Needs

2.1 Types of customer needs

Video - 00:05:25 mins

2.2 verbal and non-verbal customer cues

Video - 00:04:37 mins

2.3 Emotional intelligence in customer care

Video - 00:02:58 mins

2.4 Techniques to uncover hidden customer needs

Video - 00:07:03 mins

2.5 Respond proactively to customer expectations

Video - 00:03:23 mins

2.6 Create customer profiles for better service.

Video - 00:02:03 mins

Section 3: Communication Skills in Customer Care

3.1 Communication process

Video - 00:06:46 mins

3.2 Verbal communication techniques

Video - 00:03:19 mins

3.3 Practice active listening skills

Video - 00:01:15 mins

3.4 Written communication in customer interactions.

Video - 00:02:48 mins

3.5 Positive language in customer interactions.

Video - 00:00:58 mins

3.6 Communication barriers effectively

Video - 00:03:36 mins

Section 4: Customer Relationship Management (CRM)

4.1 Define CRM and its benefits

Video - 00:04:32 mins

4.2 Explore CRM software tools and systems

Video - 00:02:28 mins

4.3 Develop customer loyalty programs

Video - 00:05:57 mins

4.4 Maintain and update customer records

Video - 00:02:41 mins

4.5 Use data to personalize customer service

Video - 00:04:04 mins

4.6 Customer journey lifecycle

Video - 00:03:42 mins

Section 5: Problem Solving and Complaint Handling

5.1 Common sources of customer complaints

Video - 00:07:59 mins

5.2 Effective complaint resolution

Video - 00:07:45 mins

5.3 Empathy and professionalism

Video - 00:02:43 mins

5.4 Document and escalate issues appropriately

Video - 00:05:53 mins

5.5 Turn complaints into service opportunities

Video - 00:02:25 mins

5.6 Measure satisfaction after problem resolution

Video - 00:03:49 mins

Section 6: Telephone Etiquette

6.1 Proper phone greeting and closing

Video - 00:03:30 mins

6.2 Manage tone, clarity, and pace during calls

Video - 00:04:03 mins

6.3 Handle hold times and transfers

Video - 00:02:20 mins

6.4 Take accurate messages and notes

Video - 00:02:46 mins

6.5 Resolve issues over the phone effectively

Video - 00:04:03 mins

6.6 Apply protocols for outbound calling

Video - 00:01:21 mins

Section 7: Email and Online Communication

7.1 Professional customer service emails

Video - 00:03:07 mins

7.2 Response time expectations

Video - 00:03:53 mins

7.3 Use templates while maintaining personalization

Video - 00:03:41 mins

7.4 Handle complaints via email tactfully

Video - 00:03:29 mins

7.5 Maintain proper formatting and tone

Video - 00:03:26 mins

7.6 Use chat and social media support tools effectively

Video - 00:02:58 mins

Section 8: Face-to-Face Customer Interaction

8.1 Maintain professional body language.

Video - 00:06:46 mins

8.2 Greet and welcome customers effectively.

Video - 00:03:26 mins

8.3 Recognize personal space and cultural sensitivity.

Video - 00:06:09 mins

8.4 Handle waiting time issues.

Video - 00:04:36 mins

8.5 Manage conflict in person.

Video - 00:03:08 mins

8.6 Provide a memorable in-person experience.

Video - 00:02:35 mins

Section 9: Customer Retention Strategies

9.1 Customer acquisition vs. retention.

Video - 00:07:34 mins

9.2 Factors affecting customer loyalty.

Video - 00:06:05 mins

9.3 Develop reward and loyalty programs.

Video - 00:05:37 mins

9.4 Solicit and act on customer feedback.

Video - 00:05:43 mins

9.5 Build long-term customer trust.

Video - 00:02:50 mins

9.6 Prevent customer churn with proactive service.

Video - 00:04:25 mins

Section 10: Service Recovery Techniques

10.1 Understand service failure impact.

Video - 00:04:15 mins

10.2 Apply the LEARN model

Video - 00:03:48 mins

10.3 Offer fair compensation.

Video - 00:03:27 mins

10.4 Communicate recovery steps clearly.

Video - 00:02:18 mins

10.5 Rebuild customer confidence.

Video - 00:03:28 mins

10.6 Track and evaluate recovery outcomes.

Video - 00:03:27 mins

Section 11: Time Management in Customer Service

11.1 Prioritize customer service tasks.

Video - 00:04:45 mins

11.2 Manage peak service hours.

Video - 00:05:18 mins

11.3 Avoid multitasking errors.

Video - 00:03:37 mins

11.4 Set realistic expectations for response times.

Video - 00:03:35 mins

11.5 Use service scripts efficiently

Video - 00:05:00 mins

11.6 Handle interruptions professionally.

Video - 00:02:49 mins

Section 12: Stress Management for Customer Service Staff

12.1 Sources of customer service stress

Video - 00:06:37 mins

12.2 Develop emotional resilience

Video - 00:05:30 mins

12.3 Apply techniques for calming difficult interactions.

Video - 00:01:59 mins

12.4 Use time-outs and support systems

Video - 00:04:17 mins

12.5 Recognize burnout symptoms.

Video - 00:05:00 mins

12.6 Promote self-care and mental wellness.

Video - 00:04:26 mins

Section 13: Customer Service Ethics and Professionalism

13.1 Ethical behavior in customer service.

Video - 00:01:25 mins

13.2 Maintain honesty and integrity.

Video - 00:03:46 mins

13.3 Privacy and data protection

Video - 00:03:49 mins

13.4 Treat customers fairly and without bias.

Video - 00:03:46 mins

13.5 Avoid conflicts of interest.

Video - 00:03:10 mins

13.6 Uphold the company's values and brand.

Video - 00:03:02 mins

Section 14: Measuring Customer Satisfaction

14.1 Tools for measuring satisfaction (surveys, NPS).

Video - 00:05:19 mins

14.2 Analyze feedback data

Video - 00:06:11 mins

14.3 Interpret customer satisfaction scores

Video - 00:05:59 mins

14.4 Report findings to relevant stakeholders

Video - 00:05:51 mins

14.5 Use results for continuous improvement

Video - 00:05:03 mins

14.6 Set benchmarks for service quality

Video - 00:05:18 mins

Section 15: Continuous Improvement in Customer Care

15.1 Adopt a growth mindset in customer service

Video - 00:06:07 mins

15.2 Conduct service reviews and audits

Video - 00:07:06 mins

15.3 Customer feedback to improve services

Video - 00:03:22 mins

15.4 Personal and team development goals

Video - 00:03:54 mins

15.5 Innovation in service delivery

Video - 00:04:42 mins

15.6 Industry trends and technologies

Video - 00:04:27 mins

Announcements Reviews Live Classes Gradebook Certificate Course Info

Chat or Call Us