Customer care training has traditionally been based on “service with a smile”. The front liner is taught how to be attentive and well-mannered. Today, there’s more to it. Getting, keeping and building customers is not just about pleasantness but about the whole relationship between you and your customers. It is about promoting a quality product and service to people who need it. It is about providing them with a before and aftersales service. It is about making sure that your systems work for them as much as for you.