The Certified Customer Service Professional course will equip the participants with effective customer handling techniques and Best Practices.

This course facilitates participants’ systematic measurement of required skills and mindset so that proper development plans can be established accordingly.

By the end of the program, participants will be able to:

• Understand the importance of a customer service culture in a competitive environment.
• Analyze basic behavioral patterns of different customer personalities and the best way to deal with them.
• Agree and practice strategies for service recovery aimed at regaining customer loyalty.
• Define the process of managing a customer complaint system.
• Use Template and checklist for customer service
• Discuss and practice the techniques of effective communication skills with customers.

Managers, Supervisors, Team Leaders, Officers and Executives of Contact Centers/Customer Services and people who would like to learn more and join the Contact Center/Customer Service industry. Prior knowledge of Customer Support Center is an advantage but not essential.

The Value and Function Customer Service

·         The changing role of the Customer Service Professional

·         The Value of a Customer Contact and Effective Contact Management

Customer Service Best Practices

·         How to do more with saying less

·         How to manage customer expectation

·         How to impress the customer with proactive service
 

Communication Skills

·         Skills and Characteristics of Communication

·         Vocal Elements

·         Active Listening Skills

·         Questioning Techniques

·         Written responses to Email and Fax Communication

Customer Service Skills

·         Understand the importance of customer retention and link to profitability

·         Service Level Agreement

·         Exceeding Customer Expectations

·         Business Severity and Priority Levels

·         Customer psychology

Managing Complaints and Difficult Customers

·         How to say "NO"

·         Impact of Complaints

·         Positive Attitude to Complaint

·         Strategies to Handle Difficult Customers 

·         Steps for Effective Complaint Handling

·         Dos and Don’ts of Complaint Handling

Pro-Active Checklist

·         Know Your Customer and Their Needs

·         Going the Extra Mile

·         Consultative Service

Knowledge Management

·         Best Practices for Capturing and Storing Knowledge

·         Common Challenges of Documenting Knowledge

·         Extracting Value from Existing Knowledge

A variety of methodologies will be used during the course that includes:

·         (30%) Based on Case Studies

·         (30%) Techniques 

·         (30%) Role Play

·         (10%) Concepts

·         Pre-test and Post-test

·         Variety of Learning Methods

·         Lectures

·         Case Studies and Self Questionaires

·         Group Work

·         Discussion

·         Presentation

This rate includes participant’s manual, Hand-Outs, buffet lunch, coffee/tea on arrival, morning & afternoon of each day.

Daily Course Timings:

    08:00 - 08:20       Morning Coffee / Tea

    08:20 - 10:00       First Session

    10:00 - 10:20       Coffee / Tea / Snacks

    10:20 - 12:20       Second Session

    12:20 - 13:30       Lunch Break & Prayer Break

    13:30 - 15:00       Last Session