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Certified Customer Service Professional

Introduction

This practical training program is designed with:

  • 16 hours training 
  • 03 months one-on-one coaching
  • Examination

 

 

 

How you will benefit

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

  • Explain the importance of a customer service culture in a competitive environment
  • Analyze basic behavioral patterns of different customer personalities and the best way to deal with them
  • Implement strategies for service recovery aimed at regaining customer loyalty
  • Define the process of managing a customer complaint system
  • Discuss and practice the techniques of effective communication skills with customers

Who should attend

Managers/supervisors and customer service staff. Successful candidates on this program will be awarded RBNC’s Professional Certificate.

What you will cover

Module 1: Understand Customer Service Profession

  • Definitions and Concepts
  • Roles of the Customer Service Professional
  • Managing your Stress
  • Managing your Time

Module 2: Attaining Customer Satisfaction Through Quality Measures

  • Components of Quality Service
  • Customer Complaint Systems
  • The Principles of Inspiring Staff 
  • Customer Loyalty
  • Reasons why Companies Lose Customers
  • Keys to Delivering an "Exceptional" Service

Module 3: Component of Quality Service

  • Service Quality
    • Service Quality Gaps
    • What Customers Pay Attention to
    • Flying Over Customer Expectations
    • Establishing Service Quality Performance Standards
  • Customer Complaint System
    • Definition of  ‘Complaint’
    • Types of Complainants
    • Sources of Complaints
    • Why Most Customers Won’t Complain
    • Types of Complaints
    • Handling Complaints: A.S.A.P Model
  • Inspiring Staff
    • Arousing Interest
    • Engaging Them
    • Practicing New Skills
    • Applying to Real World 
  • Customers Loyalty
    • Principles of Success
    • Who Is a Loyal Customer
    • Strategies to Keep Customers Loyal 
    • Reasons why Companies Lose Customers
    • Keys to Delivering “Exceptional Service”

Module 4: A Profile of Different Customer Personalities

  • Characteristics of Difficult People
  • Six Major Personalities that Lead to Conflict
  • Strategies for Dealing with Them

Module 5: Effective Communication with Customers

  • Positive Verbal Communication
  • Nonverbal Communication in Customer Service
  • Listening to the Customer
  • Customer Service and Behavior
Study Time

This practical training program is designed with:

16 hours training - 2 days

Schedule

Live Online
4,500 $
06 Sep & 07 Sep 2022
London
4,500 $
09 Mar & 10 Mar 2023
Live Online
4,500 $
21 Nov & 22 Nov 2023

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