CBP™ Professional Customer Service
- Duration: 3 Days
- Language: Arabic & English
Courses Description
The CBP™ Customer Service Certification program is aimed for professionals who are interested to learn the basics and skills necessary in customer service. This program was developed by highly qualified, professional and passionate consultants with experience in this field
This program provides a detailed explanation and importance of customer service, and identifies the basic communication skills required, and the effectiveness of the use of the dialect to communicated with customers, understand, apply and analyze an outstanding customer service
Target Audience
This course targets all customer service personnel, receptionists, managers, supervisors, business professionals, executive secretaries and public relations officers
Objectives
At the end of this program, you will be able to know:
- Understand the most important characteristics of customer service management
- Persuasion skills and ability to fix your mistakes
- Build a strong relationship with customers
- Knowledge of the latest information technology in the field of customer service management
- Integration of information and benchmarking
- Customer Experience Assessment & Analysis
- Elevate the level of your organization's reputation
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
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