Course Content
Basic + Adv. Computer skill
Job Role of a Customer Care Executive – Domestic (Non-Voice)
An Introduction to the ITeS Sector
Attending Customer Queries
Unit Capture Query and Identify SLA for Resolution
Process of Query Management
Unit Query Resolution Tools
Resolve Queries within Your Area of Competence or Authority
Deal with Customer Queries
Evaluate Query Resolution
Query, Request or Complaint
Documentation Process for Customer Queries
Different Styles/Approaches of Documentation
Manage Query Resolution
Categorize the Mood of the Customer
Identify the Query Domain
Software Requirement for Domestic Non-Voice Process
Use of CRM Software Tool
Process Requirement for Handling Customers
Process Flow from a Query Initiation to its Final Resolution
Escalating QRC
Manage Your Work to Meet Requirements & Importance of Following Work Instruction
Work Ethics to Follow in an Organization
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