Day 1:
Foundations of Customer Care
Understanding the role of customer care in organizational success.
Key theories and frameworks: Service-Profit Chain, Moments of Truth, and CLV.
Identifying common barriers to effective customer care.
Introduction to emotional intelligence in customer interactions.
Day 2:
Customer Experience Design
Mapping the customer journey to uncover pain points and opportunities.
Principles of personalization in customer engagement.
Leveraging AI and analytics for enhanced customer insights.
Case studies of successful customer experience transformations.
Day 3:
Conflict Resolution and Communication Skills
Strategies for managing difficult customer conversations.
Active listening and empathy-building techniques.
Role-playing exercises to practice de-escalation methods.
Developing scripts for handling complaints and feedback.
Day 4:
Building Customer Loyalty Programs
Types of loyalty programs and their effectiveness across industries.
Integrating rewards, recognition, and emotional engagement.
Gamification strategies to increase participation and retention.
Measuring the impact of loyalty programs on customer lifetime value.
Day 5:
Measuring Success and Continuous Improvement
Setting KPIs for customer care initiatives.
Tools and techniques for gathering and analyzing customer feedback.
Best practices for implementing continuous improvement cycles.
Final project: Presenting a customized customer care strategy.
