Certified Customer Service Professional

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Certified Customer Service Professional

Every front-line employee needs a solid grounding in ‘customer service’ skills. As can be expected of this course, the subjects covered tackle most of what is required by anyone interacting directly with internal or external customers.

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  • COURSE TYPE Practitioner
  • COURSE NUMBER
  • DURATION 4 days
  • COURSE ACCREDITED BY ICSA

YOU WILL LEARN HOW TO

This course offers participants, upon their acceptance, the opportunity to prove they learned the concepts of the course by passing a test that will earn them the coveted ‘Strategic Axis Professional Certification’ (SAPC) certificate in addition to the regular certificate of attendance.

IMPORTANT COURSE INFORMATION

Upon completing the course, participants will be awarded Strategic Axis certificate endorsed by ICSA – International Customer Service Association.

COURSE OUTLINE

Modules:

Module 1: Customer Service

Introduction to customer service

Definition of customer service

Service dimensions

Addressing customer needs

Module 2: Attaining customer satisfaction through quality measures

Customer service excellence

Module 3: Components of Quality Service

Service quality

Service quality gaps

The ‘RATER’ model

What customers pay attention to

Dimensions of the ‘RATER’ model

Flying over customer expectations

Establishing service quality performance standards

The customer complaint system

Definition of ‘complaint.’

Types of complainants

Sources of complaints

Why most customers won’t complain

Types of claims

Handling complaints: the ‘PEPSI’ model

Inspiring stuff

Principles of inspiring people (‘AEPA’ philosophy)

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 faithful

Reasons why companies lose customers

Keys to delivering exceptional service

Module 4: A profile of different customer personalities

Difficult people and difficult behavior

Characteristics of difficult people

Suggested responses

Six personalities that lead to conflict and how to deal with them

Module 5: Effective communication with customers

Definition of communication

Communication goals

Communication as a critical success factor

Communication with customers

Reading the body language of customers

Characteristics of a good listener

Behaviors that block listening

How to be an active listener

  • In The Classroom

  • Live, Online

  • Private Team Training

  • Indiviual Private Session

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