· Introduction - why the need for customer care
· Who is a customer?
· Definition of Customer care or Customer Relationship Management
· Understanding the needs of customers
· Understanding the business’ needs
· Understanding and overcoming barriers to customer care
· Operational and Technical requirements of customer care
· IT and customer care
· Communication and customer care
· Office practice and etiquette for customer care
· How to care for your customer – Practical tips
· When does customer care start and where does customer care stop
· Performance Measurement for customer care