CBP – Customer Service

CBP – Customer Service

This course is recommended for customer service professionals, service agents, front-line workers, managers, supervisors and business professionals, who wish to improve their customer service skills.

Description

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.

Duration

12 hours. Training times can be arranged according to your date and times requirements, delivered on-site at your premises. Training times can be arranged in more manageable sessions of 6 hours over 2 days.

Prerequisites

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

Course Content

MODULE 1: INTRODUCTION TO CUSTOMER SERVICE

  • What is customer service
  • Developing a customer-centric mindset
  • Who are the customers
  • External customers
  • Internal 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: 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 3: KNOWING YOUR CUSTOMER

  • The planning stage
  • 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
  • 5 steps to calming upset customers
  • Accurately identify the problem
  • Confirm the customer’s value
  • Synchronize and summarize
  • 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 ONLINEsupport

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 organized
  • We all make mistakes

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