This 100-day training program is designed to develop the skills required for a Customer Care Sr. Executive role. It covers customer service fundamentals, communication skills, customer psychology, and handling interactions across voice, chat, and email channels. The program focuses on call handling, complaint management, escalation processes, and delivering effective resolutions.
It also includes training on CRM tools, ticket management, documentation, and business processes. Learners gain knowledge of performance metrics such as CSAT, NPS, AHT, and reporting using Excel. Advanced topics like conflict resolution, customer retention, upselling, and team coordination are also covered.
By the end of the program, participants are equipped to handle customer interactions professionally, manage complex issues, and deliver high-quality customer service in real-world environments.