Certified Customer Service Professional
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

Outline

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

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

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

Pro-Active Checklist
• Know Your Customer and Their Needs
• Going the Extra Mile
• Consultative Service

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

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.

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.