Certified Customer Service Professional (CCSP)

Durations:

5 Days

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Fully Funded

Benefits Obtained :

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.

Course Objectives:

At the end of this program participants will be able to:

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
  • 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
  • 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
  • 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
  • Developing communicators
  • Developing empathy and connect
  • Working on response time
  • Product knowledge
  • Identifying key performance indicators
  • Strengthening sales team
  • Using technology: chatbots, data analytics, artificial intelligence
  • Multi-channel servicing
  • The developing mindset among the team
  • Increasing employee engagement through leadership
  • Prioritizing on building customer relationships
  • Creating accountability team
  • Service in the Hospitality Industry
  • Customer Service in the Retail Industry
  • Customer Service in the Public Sector

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.

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