Customer Care Essentials: Customer Care and Customer Care Management Training & Development Solutions

The courses in this catalog are available for immediate implementation or customization to fit your specific needs. Each course is available with a Participant’s Workbook, A Completed Leader’s Workbook, a Session Leader’s Guide, Appendix, and in some cases, Pre-work and a Follow-Up Survey. Each course can be provided on a single CD-ROM using Microsoft Word, Excel and/or Adobe PDF to allow you to access the content and print out copies of workbooks, guides, etc.

Courses for this section include:

• Delighting Customers
• Delighting Challenging Customers
• Managing a Call Center
• Delivering a WOW Solution
• Improving Our Customer Relationships
• From Start to Finish: Successfully Managing a Customer Contact
• Quality Assurance 101
• Calming the Irate Caller
• Customer Retention 101
• Collections 101