09:30 - 10:00 Coffee & Course Objectives
10:00 - 11:00 What is Customer Care and what is it's value?
11:00 - 12:00 An Introspective Look at Current Practices
12:00 - 13:00 Managing Good Customer Care
13:00 - 14:00 Lunch
14:00 - 15:00 Setting Standards to Maintain and Increase Profits
15:00 - 16:30 Communication. Asking Questions and Listening
16:30 - 16:45 Summary & Action Plans Agreed
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