Programme Overview: In today's businesses and in particular, the service industry, three factors work individually and in combination to make organizations reconsider the way they do business. These are: sophisticated customers needs, intense competition, and the pace of change. Quality customer care is leading this change! Each day of every week, of every month and of every year, customers come into contact with various transactional points of the service and make a silent judgement they fill out a mental report card on the way they are treated. Each report card is a moment of truth. Organizations that provide satisfying services and quality products will always be remembered and rewarded in the following ways: Improved Customer Retention, Increased Business Growth, and Enhanced Self and Organizational Image.