Customer Care Executive Training¶
Table of Contents¶
- Introduction
- Product Knowledge
- Support Tools & Utilities
- Customer Communication
- Issue Handling & Escalation
- Hands-On Practice
- Evaluation & Feedback
- Reference Materials
Introduction¶
- Overview of the Customer Care Role: Understanding the importance of customer interactions and quick responses.
- Importance of First Response: How timely assistance can significantly boost customer satisfaction.
- Daily Responsibilities: Listing routine tasks such as handling tickets, logging customer queries, and following up on issues.
Product Knowledge¶
- Merciglobal ERP Overview: An introduction to the ERP system, key functionalities, and modules.
- Module-Wise Summary: Details on the individual modules (CRM, Inventory, Accounts, etc.) and their common issues.
- Common Issues: An outline of frequent support problems to anticipate.
Support Tools & Utilities¶
Customer Communication¶
- Email Etiquette and Templates: Best practices for clear, professional correspondence.
- Phone Call Handling: Tips on managing calls, active listening, and professional tone.
- Minutes of Meetings: How to log key points and draft MoMs (Minutes of Meeting) correctly.
Issue Handling & Escalation¶
- Ticket Categorization: Steps to classify issues correctly (Bug, Query, Change Request).
- Basic Troubleshooting Steps: A checklist for initial problem diagnosis.
- Escalation Protocol: When and how to escalate an issue to a supervisor or a specialized team.
Hands-On Practice¶
- Mock Ticket Handling: Role-playing scenarios to gain confidence.
- Simulated Customer Calls: Practice sessions to build communication skills.
- Ticket Logging: Exercises for documenting support interactions and adding screenshots.
Evaluation & Feedback¶
- Assessment Checklist: A guide to evaluate new executives on key performance indicators.
- Common Mistakes: List typical errors and provide tips for avoiding them.
- Weekly Feedback: Structured sessions for discussing progress and improvements.
Reference Materials¶
- SOP Documents: Standard Operating Procedures for internal use.
- Training Videos & Tutorials: Links to video resources and step-by-step guides.
- FAQs: Frequently asked questions to help resolve common issues.
End of Training Modules