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Customer Care Course essentials

Customer care is the business function involved in the process of taking care of customer queries, ensuring proper delivery of services, taking feedback and incorporating these into the improved service mechanisms and strategic planning. It is mostly a sales process effort that is indirectly responsible for generating revenue and profit for the organisation. Companies are increasingly focusing on this function due to the fact they serve as the main contact personnel for the company and the customers. Customer support includes an array of services such as planning, training, installation, maintenance, upgrading and timely delivery of products.

Customer Relationship Management

CRM is an important function of dynamic businesses and is a concept that all companies are incorporating in their essential functions. Just like products of a company go through different life cycles, customers have lifecycles of their own with regard to the company services and products. In a nutshell, CRM refers to the strategies and techniques used to manage customer interactions and leverage them for the benefit of the company. In most cases, it also implies the use of appropriate software to maintain customer information in a database and utilising that information for different offers and service designs. Some important features of CRM software are:

  • Marketing automation
  • Sales force automation
  • Contact centre automation
  • Geolocation technology or location-based services

Customer care courses

Customer care courses are provided in the form of short-term courses as well as university-based graduate education. Certifications are offered for different levels based on learning and experience. Some of the important concepts covered are:

  • Customer Service Excellence measures
  • Winning and keeping customers
  • Effective business communication strategies
  • Listening lessons
  • Handling complaints
  • Coping with stress

Training format of the courses

Customer care courses are usually provided in the form of crash courses by various training institutes and acclaimed universities. Some are even embedded as a part of the graduate or undergraduate degree programmess in various subjects. Some courses are available online for busy professionals, providing them with added flexibility to attend classes at their own convenience and easily revisit course materials.

Skills in customer care professionals

Customer care personnel need to have polished interpersonal and top-notch negotiation and persuasion skills. Some of the important skills necessary for success in customer relationship management are:

  • Communication
  • Time management
  • Conflict resolution
  • Complaint handling
  • Patience and stress coping mechanisms
  • Influencing and persuasion

Career prospects for customer service professionals

Every organisation needs a face to answer and interact with valuable customers. As a result, customer care professionals have the liberty to work across many different sectors including industries as diverse as engineering, manufacturing, banking, healthcare, pharmaceuticals and education. Common job titles held by professionals are customer service managers, call centre agents and customer care experts.

Customer care professionals will find different job opportunities when equipped with appropriate certifications and qualifications. Many training institutes provide short term certifications to professionals, helping them ease their way into an increasingly competitive job market.

Since companies are diving into new ventures and expanding at very high rates, professionals with such qualifications are highly in demand. Enrol on a customer care course today! 

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Case Study
Leadership Pathway Programme & M...

In collaboration with MPW Learning, a programme called ‘Leadership Pathway Programme’ was designed to bring all of the skills of a large high street charity organisation management team up to date. After introduction of the programme, common working practices were restructured, productivity increased and management satisfaction improved.

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Business Success with MLP Training

Learn how real businesses have benefited from MLP's training programmes.

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