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Overview & Objective
The Certified Customer Service Professional course will equip the
participants with effective customer handling techniques and Best
Practices.
This course facilitates participants’ systematic measurement of
required skills and mindset so that proper development plans can be
established accordingly.
Course Discussions and Exercise
Stimulating
exercises are provided throughout the session, allowing participants
to sharpen their problem solving techniques and to improve their
Customer Service skills and mindset. This course is designed to
accommodate a broad range of customer service and fulfillment
environments.
Certification Procedures
To achieve the certification, participants should attend the
two-day training and complete an on-line written examination and a
verbal examination.
As each participant is unique with the strength and weaknesses, the
verbal examination also provides a “one-to-one” coaching environment
to the participants. The key benefits are to ensure that each
participant will be able to apply the skills learned and to have a
changed behaviour and attitude.
Who Should Attend
Managers, Supervisors, Team Leaders, Officers and Executives of
Contact Centers/Customer Services and people who would like to learn
more and join the Contact Center/Customer Service industry. Prior
knowledge of Customer Support Center is an advantage but not
essential. |
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Course 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 |
