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Customer Care Basics

Impact of a satisfied customer
Value of a customer
Customer expectations
Communication Fundamentals

The communication process
Communication challenges
Communicating exceptional service
Managing Customer Perceptions

Perception is reality
Creating positive perceptions
Avoid negative perceptions
Taking responsibility
Responding Face-to-Face and by Phone

Listening effectively
Asking questions
Interpreting information
Offering a solution
Dealing with Different Customer Types

The Platinum Rule
Assertive customers
Angry customers
Talkative customers
Writing Effective Emails and Letters

Assessing your writing style
K. I. S. S. ( Keep It Simple, Sweetheart)strategy
Using active voice
Opening and closing sentences