Customer Care Executive Training Guide
Table of Contents
- Introduction
- Product Knowledge
- Support Tools & Utilities
- Customer Communication
- Issue Handling & Escalation
- Hands-On Practice
- Evaluation & Feedback
- Reference Materials
Introduction
- Customer Care Role Overview: Emphasizes the critical nature of responsive customer service and its impact on satisfaction.
- Importance of First Response: Highlights the benefits of prompt assistance in enhancing customer experience.
- Daily Responsibilities: Includes managing support tickets, documenting queries, and consistent follow-ups.
Product Knowledge
- Merciglobal ERP Overview: In-depth introduction to Merciglobal Cloud ERP, its architecture, modules, and benefits.
- Module-Wise Summary: Insights into CRM, Inventory, Accounts, and other modules, along with recurring issues.
- Common Issues: List of frequently encountered support scenarios and their resolutions.
Support Tools & Utilities
- Ticketing System Usage: How to log, manage, and close support tickets efficiently.
- Remote Support Tools: Using AnyDesk and other utilities for secure, remote troubleshooting.
- Screen Capture & File Attachments: Proper methods for capturing and sharing visual data.
Customer Communication
- Email Etiquette & Templates: Best practices for professional, empathetic email responses.
- Phone Call Handling: Guidelines for tone, active listening, and customer satisfaction.
- Minutes of Meetings: Frameworks for summarizing meetings and capturing key decisions.
Issue Handling & Escalation
- Ticket Categorization: Differentiating between bugs, queries, and feature requests.
- Basic Troubleshooting: Step-by-step approach to resolving issues at the first level.
- Escalation Protocols: Defined routes for escalating issues with appropriate documentation.
Hands-On Practice
- Mock Ticket Handling: Practice scenarios to simulate real-life support interactions.
- Simulated Calls: Training sessions for improving verbal communication and professionalism.
- Logging Exercises: Realistic exercises for effective ticket documentation and screenshot annotation.
Evaluation & Feedback
- Assessment Checklist: Benchmarks for assessing performance across tasks and KPIs.
- Common Mistakes: Frequent errors and tips to mitigate them.
- Weekly Feedback Sessions: Structured review meetings for improvement tracking.
Reference Materials
- Standard Operating Procedures (SOPs): Internal process guidelines.
- Training Videos & Tutorials: Visual aids and walkthroughs for skill development.
- FAQs: Quick solutions for frequently reported issues.
End of Training Modules