1.1 What is Customer Service?
1.2 Understanding of Satisfaction
1.3 Why is Excellent Customer Service so Rare?
1.4 Five Needs of Every Customer
1.5 External and Internal Customers
1.6 Customer Attributes
1.7 Cost of Losing a Customer

2.1 Barriers to Excellent Customer Service
2.2 Power of Perception
2.3 Understanding Expectations
2.4 Scope of Influence
2.5 Reputation Management
2.6 Techniques for Exceeding Customers’ Expectations
2.7 Keys to Credibility
2.8 Importance of Values
2.9 Ethics in Customer Service
2.10 Current Status of Customer Service
2.11 New Trends in Customer Service

3.1 Role of Problem Solving in Customer Service
3.2 Creativity and Problem Solving
3.3 Problems as Opportunities
3.4 Confronting conflict
3.5 Problem-Solving Process
3.6 Problem-Solving Strategies
3.7 Developing Negotiation Skills
3.8 Professional Approaches to Apologizing and Conveying Bad News
3.9 Barriers to Problem-Solving and Decision Making
3.10 Importance of Follow-Up in Problem Solving

4.1 Why a Strategy?
4.2 Planning
4.3 Importance of Infrastructure
4.4 Culture
4.5 High Touch and Low-Touch Customers
4.6 Consumption Behavior
4.7 Segmentation of Your Market
4.8 Development of a Strategy

5.1 What is Empowerment?
5.2 Importance of a Mission and Purpose Statement
5.3 Empowerment = Opportunity
5.4 Examples of Empowerment
5.5 Steps to Empowering Customer Service Providers
5.6 Coproduction of Customer Service
5.7 Why Coproduction Works
5.8 Design of Systems
5.9 Guidelines for System Design

A1 : Everyone can join this course.