About Course
5-day course focusing on effective customer handling techniques and best practices. Suitable for managers, supervisors, executives, and individuals interested in customer service. Sharpen communication skills, handle complaints, problem-solve, and develop service excellence. No prior knowledge required.
- Modules cover topics such as introduction to customer service, providing excellent customer service, complaint handling skills, problem-solving, customer service excellence, developing customer service strategy, developing service excellence culture, customer service in different industries, and exam preparation.
- Certification exam consists of 50 multiple-choice questions, with a passing score of 70%.
- Enroll in this course to enhance your customer service skills, improve customer satisfaction, and advance your career in the customer service industry.
Course Objectives:
At the end of this program participants will be able to:
- Sharpening communication skills
- Communicate effectively with customers
- Learn how to anticipate and analyze different kinds of interactions with customers
Who Should Attend?
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.
Pre-requisite
Prior knowledge of Customer Support Center is an advantage but not essential.
Course Curriculum
Module 1: Introduction to Customer Service
- Active Listening and Questioning Skills to Identify a Customer’s Expectations
- Body Language: How to Read Your Customer like a Book
- Working with Aggressive, Expressive, Passive and Analytical Customers
- Telephone Tips to Promote a Professional Image
- The Do’s and Don’ts of Written Communication
Module 2: Providing Excellent Customer Service
- Active Listening and Questioning Skills to Identify a Customer’s Expectations
- Body Language: How to Read Your Customer like a Book
- Working with Aggressive, Expressive, Passive and Analytical Customers
- Telephone Tips to Promote a Professional Image
- The Do’s and Don’ts of Written Communication
Module 3: Complaint Handling Skills
- The Importance of Customer Complaints and Why they should be Encouraged
- Empower Employees to Get the Job Done
- Steps to Follow for Customer Service Recovery
- Strategies to Help Calm Upset Customers
- Managing Emotions during Stressful Situations
Module 4: Identify Problems And Solve Complaints
- Identify the root cause of the problem
- What is your Action Plan?
- Customer Service takes Teamwork
- Maintaining a Positive Mental Attitude
- Setting SMART Goals for Continuous Improvement
- Stress Management Tips to increase Productivity
- End of Course Review
Module 5: Elements of Customer Service Excellence
- Developing communicators
- Developing empathy and connect
- Working on response time
- Product knowledge
- Identifying key performance indicators
Module 6: Developing Customer Service Strategy
- Strengthening sales team
- Using technology: chatbots, data analytics, artificial intelligence
- Multi-channel servicing
Module 7: Developing Service Excellence Culture
- The developing mindset among the team
- Increasing employee engagement through leadership
- Prioritizing on building customer relationships
- Creating accountability team
Module 8: Customer Service in Different Industries
- Service in the Hospitality Industry
- Customer Service in the Retail Industry
- Customer Service in the Public Sector
Module 9: Assessment and Exam Preparation
Certification Exam: CCSP
The exam comprises of 50 Multiple Choice Questions out of which the candidate needs to score 70% (35 out of 50 correct) to pass the exam.
