2 Days
Beginner
Instructor-led
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.

Prerequisites

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

Outline

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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