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.


This course is designed for the student who has little or no experience.


Lesson 1: Introduction to Customer Services

  • What is a customer
  • Developing a Customer-Centric mind-set
  • Who are the customers
  • External/Internal Customers
  • When & Where does customer service take place
  • The Need for Customer Service
  • Rewards and Penalties
  • What does customer service mean to you?
  • Unpleasant Experiences
  • Satisfying Experiences
  • Developing a customer friendly attitude
  • Evaluation
  • Excitement is contagious

Lesson 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


Lesson 3: Knowing your customer

  • Know your customer
  • Customer expectations
  • Assertive working style-results-oriented
  • Analytical-details-oriented
  • Amiable-people-orientated
  • Dominant behavioural style
  • Determining your level of services

Lesson 4: Calming upset Customers

  • What makes customers upset
  • Avoiding upset
  • What can you do avoid upsets?
  • steps to calming upset customers
  • Accurately identify the problem
  • Confirm the customers value
  • Synchronize and summarise
  • What to do when you are upset

Lesson 5: Telephone and Customer Service

  • Mastering the telephone
  • Answering the telephone
  • A professional greeting
  • Active listening
  • Putting callers on hold
  • Recommendations
  • Transferring a call
  • Taking a message
  • Closing a call

Lesson 6: Internet Customer Skills

  • The internet customer
  • E-mail communication guidelines
  • Online chat
  • Internet customer skills
  • Scripted responses
  • Placing a chat on hold
  • Closing a chat session
  • Websites & Knowledge base
  • Auto responders
  • Customer online support

Lesson 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

Lesson 8: Stress Management Strategies • Situation

  • Stress management
  • Have a hobby
  • What is stress & what causes it?
  • Rest, take a vacation
  • Stress symptoms
  • Exercise
  • What can be done to manage or even
  • Be organized
  • We all make mistakes eliminate stress?
  • Do something that you love
  • Be positive
  • Don’t feel responsible to solve every

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