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Certification
Preparation
This module prepares candidates to sit the Certified Business
Professional exam – C20-507
Course Overview
The CBP™ Customer Service Certification provides the foundation
for quality customer service and focuses on building life-long
customer relationships by developing 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.
Who Should Attend
This course is recommended for customer service professionals,
service agents, front-line workers, managers, supervisors and
business professionals, who wish to specialize in the customer
service business segment.
Prerequisites
This course is designed for participants with little or no
experience.
What You Will Receive
Participants will receive an official course manual for post class
reference and review.
Course Outline:
Module 1: Introduction
to Customer Service
. What Is Customer Service?
. Developing a Customer-Centric Mindset
. Who Are Your Customers?
. Internal Customers
. External Customers
. When & 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: Customer
Service: 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
. May I
. Please
. Thank You
. The Close
. Being Positive
. Tone Of Voice
. Inflection
. Energy
. Volume
. Pace
Module 3: Customer
Analysis: Knowing your Customer
. Knowing Your Customer
. Customer Expectations
. Assertive Working Style – Results-Oriented
. Analytical – Details-Oriented
. Amiable – People-Oriented
. Dominant Behavioral Style
. Determining Your Level of Service
Module 4: Calming
Upset Customers
. What Makes Customers Upset?
. Avoiding Upsets
. What Can You Do To Avoid Upsets?
. 5 Key Steps to Calming Upset customers
. Accurately identify the problem.
. Confirm The Customer’s Value
. Synchronize & Summarize
. Conclude By Affirming The Customer’s Value Again
. 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
. E-mail Communication Guidelines
. Online Chat
. Internet Customer Skills
. Scripted Responses
. Introduction
. Placing a Chat on Hold
. Closing a Chat session
. Websites
. Knowledgebase
. FAQ
. Auto responders
. Customer Online Support
Module 7: Time
Management Strategies
. Time Management
. Taking Control Of Your Time
. Time Analysis: Task Identification
. Task Analysis
. Personal Suitability
. Efficiency
. Task Analysis
. Task Prioritization
. 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 That Vacation
. Exercise
. Be Organized
. We All Make Mistakes
. Be Positive |
