Customer Expectations

• What is customer expectations
• Customer Expectations Relevance
• Types of Expectations
• Expectations Model
• Managing Expectations
• New-Age Customer Expectations
• Customer Feedback
• Handling Customer Expectations

Customer Needs

• Consumer Need
• Understanding Customer Needs
• Hulls Drives Reduction Theory
• Maslow’s Hierarchy of Needs
• McClelland’s Three Needs Theory
• Consumer Motivation Concept
• Means - End Chain Model

Customers Listening and Tools

• Customer Complaints
• Complaint Barriers
• Customer Journey Mapping (CJM)
• Voice Of the Customer
• Benchmarking
• Business Performance Measures

Customer Focus

• What is Customer Focus
• Customer Focus Elements
• Customer Focus Levels

Customer Focused Interaction

• Social Media
• Applying Knowledge Management
• Using Mobile Technology
• Customer Focused Employees

Team Management

• Team Building
• Team Communication
• Team Socializing
• Team Culture
• Team Values and Ethics
• Accountability
• Delegation
• Managing Diversity
• Team Performance Management

Organisation Culture

• Overview of Organization Culture
• Characteristics of Organization Culture
• Functions of Organisation Culture
• Liability of Organisation Culture
• Organisational Socialisation
• Mentorship

Individual Behaviour

• Integrated Human Behaviour Model
• Factors Influencing Individual Behaviour
• Self Concept & Self Esteem
• Emotional Intelligence

Motivating Team Members

• What is Motivation
• Theories of Motivation
• Key Strategies of Motivation
• How to Boost Motivation
• Motivational Drives

Conflict and Negotiation Management

• Overview of Conflict
• Types of Conflict
• Causes of Conflict
• Conflict Management Technique
• Negotiation and Conflict
• Negotiation Basics
• Preparing for the Negotiation Process
• The Seven Basic Steps in Negotiation
• Best Alternative to a Negotiated Agreement (BATNA)
• Tactics for Negotiation Process

Customer Service Quality

• Service Quality Basics
• Service-Profit Chain
• Quality Standards in Customer Service
• Service Metrics for Customer Service
• Service Quality Management Tools
• Lean and Service Quality
• Customer Experience and Service Blueprinting
• CRM
• Popular CRM Tools
• Customer Service Excellence

Customer Service Leadership

• Customer Service Strategy
• Customer Advocacy
• Managing a Customer Service Team
• Leading a Customer Service Team
• Quick Fixes to Attain Excellent Customer Service
• Building Customer Loyalty
• Customer Retention
• Winning Back a Lost Customer
• Calculating the Value and ROI of Customer Service
• Future Trends in Customer Service

Apply for certification

https://www.vskills.in/certification/retail/customer-care-manager