LIGHT
DARK

Project information

ISCRIVITI

C.A.R.E. – Customer Analysis & Relationship Enhancement is designed to strengthen the skills of those who work in direct contact with customers, welcoming them, managing requests, resolving issues and contributing to service quality. The course introduces an innovative approach based on the use of data in everyday customer care activities: from understanding customer needs, to the intelligent collection of information, through to transforming contacts and reports into useful insights to improve the service.

20 hours
Cost €800 + VAT
Enrolment open for the 2025/2026 editions

Course objectives

C.A.R.E. offers an advanced customer care model, where attention to people is combined with analytical skills and the digitalisation of processes.
Participants will learn to
> Read patterns and recurring trends
> Anticipate critical issues
> Solve common problems more quickly
> Communicate clearly, consistently and professionally
> Use digital tools that simplify work
> Improve cooperation between front office, technical department and management

Target groups

Employees, unemployed people and freelancers.

Course structure

The implementation of the C.A.R.E. model enables companies to transform customer contact into a structured, professional and data-driven process, improving both service quality and internal efficiency. The expected results concern customer relations, information flow management and the development of staff skills.

Modules

  • MODULE 1 – CUSTOMER INSIGHT & ANALYSIS
    Introduction to advanced customer care.
    Collection and classification of requests.
    Analysis of recurring trends, patterns and weak signals.
    Identification of critical areas and bottlenecks.
  • MODULE 2 – CUSTOMER RELATIONSHIP & COMMUNICATION
    Effective and professional communication.
    Active listening techniques.
    Standardisation of messages and responses.
    Internal handovers: how to communicate clearly and traceably.
  • MODULE 3 – DATA-DRIVEN CUSTOMER MANAGEMENT
    How to transform requests and complaints into useful data.
    Simple dashboards and indicators for customer care.
    Peak forecasting and flow analysis. Monthly micro-analyses to prevent problems.
  • MODULE 4 – DIGITAL TOOLS & AI FOR CUSTOMER CARE
    Digital tools to collect, filter and organise information.
    Introduction to AI in front office activities.
    Small automations to simplify work.
    Collaborative organisation of information.

DIGCOMP 2.2 Mapping

  • Area 1 – Information and Data Literacy
    1.2 – Analysing data from various sources
    1.3 – Managing and organising data and information
  • Area 2 – Communication and Collaboration
    2.1 – Interacting through digital technologies
    2.2 – Sharing information with customers and colleagues
    2.4 – Managing the digital communication flow
  • Area 3 – Digital Content Creation
    3.1 – Creating clear informational content: emails, messages, instructions
  • Area 4 – Digital Safety
    4.2 – Protecting customers’ personal and sensitive data
  • Area 5 – Problem Solving
    5.1 – Identifying frequent problems
    5.2 – Using data to improve processes
    5.3 – Using digital tools and AI to optimise activities