Home

	GradMentor World's most comprehensive GRE prep tool.  Bigbook solutions, section tests, unlimited CATs, writing assessment, university selection, resumes, cover letters, college essays, vocabulary, and more.
	WordMentor World's most comprehensive GRE prep tool.  Bigbook solutions, section tests, unlimited CATs, writing assessment, university selection, resumes, cover letters, college essays, vocabulary, and more.
Career skills & Counseling
	CareerMentor     Scientific career counseling, training and recruitment assistance.   The most effective and complete tool (the only on on the web of its kind) in its category.  A web based psychometric, aptitude assessment service (Mirror), digital training in language, personality, career skills, computer and IT skills, corporate skills, resume creation software.
	EnglisMentor English training for non-English speakers. We start from the basics and take you to a comfortable level in this 90-hour training program, with training in reading, writing, speaking, and grammar. more...
For Institutions or Colleges
	DigitalMentor enables your institute (college or university) provide comprehensive career training to your students.   DM provides coaching in all the essential components of your career --- communication skills, life skills, personality skills, entrepreneurial skills, computer and IT skills --- in one single package.   Over 400 hours of digital programs and 1000 pages of books, and unlimited Web support makes this the only comprehensive training and career development tool on the web.

A career in ITES industry: Module 2 

    

Customer Care

Suguna Tech Limited is a software company that designs and develops software products. With an employee strength of 150 +, this company has made a mark in the industry. Recently, Suguna Tech released new software product. The product was very much appreciated and well received in the initial stages. After the launch of the new product, the customers started calling the company to clarify their queries regarding the product. There was no response; thinking it to be a busy company the customers tried again, but in vain. The customers sent e-mails, faxes, and letters; there was no response from the company. This made the customers unhappy and they stopped buying that product. Though the product was very useful, people stopped buying it because there was no after-sales support. The company neglected one main aspect — "Customer Care". The negligence proved costly for the company and it had to shut down. Obviously, any company wins or loses depending on its customer care.

Why is Customer Care important?

Any effort to make the life of the customer simple and easy is called effective customer service or "Customer Care". In today's business scenario, competition has reached tremendous proportions due to globalization and liberalization. Many global players have entered the markets increasing the competition in the market place. Attracting the customers by satisfying them at lowest cost has become increasingly crucial. Many professionally managed companies/sectors have institutionalized customer care as an independent function. 

Sectors such as 
· Information technology and Internet services
· Software
· Engineering
· Electronics and consumer durables
· Banks and financial services
· Telecom services
find customer care very crucial for their growth and development. 

What does Customer Care involve?

Customer care involves helping out the customers in clearing queries, giving instructions, providing support, trouble shooting, guiding the customers if they have any problems with the product, and such other services. 


Essential skills required for a Customer Care Professional (CCP)

Communication skills: A CCP should be an effective communicator and a good listener. S/he has to listen to the problems and issues raised by the customers and understand them. 

Analytical and Problem Solving skills: A CCP should be a person who can analyze the problems quickly to generate effective solutions.


Business etiquette: A knowledge of good etiquette is very important for a CCP because professionals all over the world follow a protocol of professional behavior. 

Telephone etiquette: Most of the companies operate call centers exclusively to cater to the queries of the customers. It is very essential for a CCP to sound confident, pleasant, and professional on the telephone. 

Responsiveness: To achieve success in career as a CCP, one needs to be very quick in responding effectively. 

Empathy: Empathy is the ability to understand others feelings as accurately as possible. This is a special ability that helps a CCP in developing relationships with people.

Good knowledge of the Product: A CCP should have a thorough knowledge of the product; only then, s/he will be able to clarify the queries of the customers perfectly. 

Patience: This is one skill that helps a CCP to rise high in his/her career. There are chances that a customer may get irritated or annoyed over a product. To tackle such situations, a CCP has to exercise lot of patience. First s/he has to deal with the feelings of the customers and then deal with the problem encountered by the customer.

Composure: A CCP should be calm and composed even when the customers criticize him/her. Level headedness is the characteristic of a good CCP. 

Keeping the given points in mind, analyze and rate yourself. See where you stand as a Customer Care Professional. 


Continue.. ITES module3

Back to Articles Section