Certified Customer Service Professional

Certified Customer Service Professional

 

Introduction

In a highly competitive market, the quality of the organization’s customer service will determine customers’ satisfaction, loyalty, increase the chances of them becoming advocates of the company and generate future revenue. This training course focuses on the entities, essentials, enablers and evaluation tools involved in a performant customer service.

The course’s approach to customer service is unique, as it includes the performance management dimension. Participants will not only understand the important role played by all the entities involved in the process, but they will also become familiar with the implementation phases of a customer service performance management architecture. Furthermore, they will be provided with the necessary tools and channels to enhance performance and measure its impact, both internally and externally.

Objectives

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

  • Define customer service and break it down to its most basic dimensions
  • Explain the critical link between 'attitude' and 'technique' in order to consistently deliver an excellent level of service
  • Use a variety of tools such as 'gap analysis' and 'RATER' to provide a level of service that is second to none
  • Analyse basic behavioural patterns of different customer personalities and the best way to deal with them
  • Discuss and practice the techniques of effective communication skills with customers

Who Should Attend

  • Managers, Supervisors, Team Leaders, Officers and Executives of Contact Centres/Customer Services and people who would like to learn more and join the Contact Centre/Customer Service industry. Prior knowledge of Customer Support Centre is an advantage but not essential.

Course Methodology

This course uses a mix of interactive techniques, such as brief presentations by the consultant followed by questions, oral and written, case studies, role plays, exercises, video clips and more

Target Competencies

  • Communicating with customers
  • Customer orientation
  • Emotional control
  • Empathic outlook
  • Flexibility
  • Reading people
  • Self confidence

Outline

 DAY 1

The Value and Function Customer Service

  • The changing role of the Customer Service Professional
  • The Value of a Customer Contact and Effective Contact Management

 

Customer Service Best Practices

  • How to do more with saying less
  • How to manage customer expectation
  • How to impress the customer with proactive service

 DAY 2

Communication Skills

  • Skills and Characteristics of Communication
  • Vocal Elements
  • Active Listening Skills
  • Questioning Techniques
  • Written responses to Email and Fax Communication

 

Customer Service Skills

  • Understand the importance of customer retention and link to profitability
  • Service Level Agreement
  • Exceeding Customer Expectations
  • Business Severity and Priority Levels
  • Customer psychology

 DAY 3

Managing Complaints and Difficult Customers

  • How to say "NO"
  • Impact of Complaints
  • Positive Attitude to Complaint
  • Strategies to Handle Difficult Customers
  • Steps for Effective Complaint Handling
  • Dos and Don’ts of Complaint Handling

 DAY 4

Pro-Active Checklist

  • Know Your Customer and Their Needs
  • Going the Extra Mile
  • Consultative Service

 DAY 5

Knowledge Management

  • Best Practices for Capturing and Storing Knowledge
  • Common Challenges of Documenting Knowledge
  • Extracting Value from Existing Knowledge

 

 

 

 

Certificates

A Certificate of Completion will be issued to those who attend & successfully complete the programme.

Schedule

  08:30 – 10:15 First Session

 10:15 – 10:30 Coffee Break

10:30 – 12:15 Second Session

 12:15 – 12:30 Coffee Break

12:30 – 14:00 Third Session

 14:00 – 15:00 Lunch

 Fees

 The Fee for the seminar, including instruction materials, documentation, lunch, coffee/tea breaks & snack is: