Certified Customer Service Professional

Course details

By the end of the program, participants will be able to:

• Understand the importance of a customer service culture in a competitive environment.
• Practice the techniques of managing customer expectations and delighting customers.
• Define the process of managing a customer complaint system.
• Agree and practice strategies for service recovery aimed at regaining customer loyalty.
• Analyze basic behavioral patterns of different customer personalities and the best way to deal with them.

This Program is designed for:

Managers/Supervisors and customer service staff. This program is worth 25 NASBA CPEs.

Program Outline:

Customer Service

• Definitions and Concepts

The Role of the Customer Service Executive

• The Principles of Customer Service

Principle Foundation of Superior Customer Service

• Strong Relationship
• Superior Service
• Professional Behavior

A Profile of Different Customer Personalities

• Ways of Dealing with Them

Managing a Customer Complaint System

• Types of Customer Complaints
• Handling Complaints: Process and Behavior
• Complaint Management Standards
• Elements of a Complaint Management System

Attaining Customer Satisfaction through Quality Measures

• Components of Quality Service
• Elements of the RATER Model

Managing Customer Expectations

• Strategies and Actions to Delight Your Customers

Strategies for Service Recovery from a Major Crisis

• Analyzing the Reasons for the Crisis
• Taking Action to Raise the Level of Customer Loyalty by Dealing with the Crisis

Developing a Customer Service Culture within Your Organization

• The Mindset and the Toolset
• Polishing Your Perception Points
• Keeping Track of Service

Effective Communication with Customers

• Active Listening
• Overcoming Barriers to Effective Communication with Customers
• Reading the Body Language of Customers