Name: Customer Care Executive Course
Brand: Henry Harvin® Education
SKU: 1305
Price: 499 USD
Availability: InStock
Rating: 4.7 (1269 reviews)

Module 1: Introduction to Customer Care Executive
- State the objectives of the program
- Describe the Telecom industry in India
- Understand the concept of a call centre and help desk
- Discuss the hierarchy in a call centre and the career progression of a Customer Care Executive ( CCE) in a call centre
- Understand the roles and responsibilities of a CCE
- Explain the concept of customer service and its importance in the role of a CCE
Module 2: Key concepts
- Identify the key people involved in the process of being a CCE
- Explain the various mobile and data technologies
- Know and understand the various product and service offerings in the telecom sector
- Outline the documentation process and documents needed for mobile customers
- Explain the key concepts related to call centres
- State the importance of workplace Ergonomics and respect at workplace
- Express the importance of data confidentiality in the telecom industry
Module 3: Soft Skills and professional skills Theory Duration
- State the basic etiquettes required for making and attending calls
- Show how to open and close a call using predefined scripts
- Classify customer behaviour and deal with them accordingly
- List the dos and don’t’s of dealing with complaints
- Explain the importance of time management and that of being organized
- Understand the importance of communication in the workplace
- Practice effective communication in the workplace
- Understand the importance of decision
- making and assertiveness for your role
- Practise decision making skills as required for your role
- Handle objections and criticism from the customer with empathy
- Identify, comprehend, and resolve customer issues
- Recognise the needs of customers and identify ways to influence them to buy
Module 4: Technical Skills
- Use CRM effectively with complete and correct tagging
- Explain how to make and attend calls
- Demonstrate how to do call transfer, call hold and call forward
- Demonstrate the usage of different IT applications used to search customer details in the database
- Demonstrate the usage of different IT applications used to search customer details in the database
- Show how to fetch information about products, processes and services for the customer
Module 5: Computer Knowledge and Practise
- Know what is a computer and its different parts
- Understand about MS Word
- Understand about MS Powerpoint
- Understand about MS – Excel
- Understand about Internet and Network
- Understand how to type effectively
Module 6: Language Skills
- Understand the importance of listening as a skill for a CCE
- Practice effective listening skills
- Use effective speaking skills in your role
Module 7: Attend and Make Calls
- Understand the concept of inbound and outbound calls
- Demonstrate how to attend and make calls effectively
Module 8: Resolve customer Query/ Request and Complaint( QRC)
- Identify and address customer Query / Request/ Complaint (QRC)
- Know how to escalate customer QRC as necessary
- Know verification parameters to verify customer details
Module 9: Develop Customer relationship
- Explain the importance of developing customer relationshipissue to guarantee customer satisfaction Practise introducing new services to customers
- Classify customers into different categories and service them accordingly
- Understand the feedback recording process
- Provide complete resolution of customer issues in an effective manner
- Know how to escalate customer
Module 10: Know how to escalate customer
- Monitor and manage self performance through reports and review process
- Understand the performance parameters to make self –reports
- Practice self review with superiors
Module 11: Proactive Selling
- Identify opportunities for pro – active selling at the call centres
- Practice up – selling and cross selling
Module 12: Program wrap up and getting started
- Understand what is an interview
- Develop the skills to participate in an interview effectively
- Know the commonly asked questions in an interview 
- Revise and integrate the learnings of the training program

Customer Care Executive Course

18 Nov 2024

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18 Nov 2024

8

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Key Highlights

10 in 1 Course

Industry-Validated Curriculum

Real-Time Case Studies & Projects

Top Notch Industry Professionals

24x7 Learner Assistance and Support

1-year Gold Membership

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About the Customer Care Executive Course

Customer Care Executive Training

9 in 1 course

Trainers at Henry Harvin®

Alumni Status

Gold Membership

Learning Benefits for Customer Care Executive Training

Curriculum For Customer Care Executive Course

Module 1: Introduction to Customer Care Executive

Module 2: Key concepts

Module 3: Soft Skills and professional skills Theory Duration

Module 4: Technical Skills

Module 5: Computer Knowledge and Practise

Module 6: Language Skills

Module 7: Attend and Make Calls

Module 8: Resolve customer Query/ Request and Complaint( QRC)

Module 9: Develop Customer relationship

Module 10: Know how to escalate customer

Module 11: Proactive Selling

Module 12: Program wrap up and getting started

Admission Closes On 18 Nov 2024

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