• Apply effective communication techniques in client interactions
• Resolve customer inquiries and complaints with professionalism
• Build and maintain long-term client relationships
• Utilize telephone and email etiquette to represent the company effectively
• Implement strategies to exceed customer expectations

• Customer service representatives
• Administrative assistants
• Receptionists
• Client support staff in front-line roles

1. Principles of Customer Care

• Understanding customer needs
• Delivering high-quality service
• Building customer loyalty

2. Effective Client Communication

• Communication techniques
• Active listening and empathy
• Verbal and non-verbal skills

3. Handling Inquiries and Complaints

• Professional responses to inquiries
• Effective complaint resolution
• Maintaining a positive demeanor

4. Building Client Relationships

• Establishing client trust
• Fostering long-term relationships
• Personalized service strategies

5. Telephone and Email Etiquette

• Professional phone manner
• Writing impactful emails
• Managing online interactions

6. Managing Customer Expectations

• Setting realistic expectations
• Delivering on promises
• Handling difficult situations

7. Feedback and Continuous Improvement

• Collecting and using customer feedback
• Service improvement cycles
• Measuring satisfaction

8. Trends in Customer Care

• Emerging customer service trends
• Digital transformation
• Preparing for future challenges

The course combines various teaching methods, including instructor-led presentations, group discussions, case study analyses, and assessments through quizzes and a final exam to engage participants and ensure they understand and retain the material.