Certified business professional - Customer service
The CBP customer service certification provides the foundation for quality customer service and focuses on building life-long customer relationships by effective customer care strategies.
The CBP customer service certification module provides guidelines for emerging technologies such as internet chat. Additionally, this module uses various hands-on and interactive scenarios to develop the foundation customer care skills needed to provide excellence in service.
Module 1: Introduction to customer service • What is customer service • Developing a customer-centric mindset • Who are the customers • External customers • Internal customers • When and where does customer service take place • The need for customer service • Rewards • Penalties • What does customer service mean to you? • Unpleasant experiences • Satisfying experiences • Developing a customer friendly attitude • Evaluation • Excitement is contagious
Module 2: Communication skills • Developing effective communication skills • Presenting a professional image • Non-verbal communication skills • Body language • Key body language aspects • Physical distance • Verbal communication skills • Choice of words • Tone of voice • The choice of words
Module: Knowing your customer • Knowing your customer • Customer expectations • Assertive working style - results-oriented • Analytical- details-oriented • Amiable - people-oriented • Dominant behavioural style • Determining your level of services
Module 4: Calming upset customers
• What makes a customer upset • Avoiding upsets • What can you do avoid upsets • Five steps to calming upset customers • Accurately identify the problem • Confirm the customer's value • Synchronise and summarise • What to do when you are upset
Module 5: Telephone customer service
• Mastering the telephone • Answering the telephone • A professional greeting • Active listening • Putting callers on hold • Recommendations • Transferring a call • Taking a message • Voice mail • Closing the call
Module 6: Internet customer skills
• The internet customer • E-mail communication guidelines • Online chat • Internet customer skills • Scripted responses • Introduction • Placing a chat on hold • Closing a chat session • Websites • Knowledge base • Auto responders • Customer online support
Module 7: Time management strategies
• Time management • Taking control of your time • Time analysis • Personal suitability • Efficiency • Task efficiency • Task importance • Relative importance • Time-frame • Time wasters
Module 8: Stress management strategies
• Stress management • What is stress? • What causes stress? • Stress symptoms • What can be done to manage or even eliminate stress? • Do something that you love • Don't feel responsible to solve every situation • Have a hobby • Rest, take a vacation • Exercise • Be organised • We all make mistakes • Be positive
Venue
Date: 22 May 2008 to 23 May 2008 Location: Onsite Training Centre, Rosebank