CBP Customer Service

COURSE OUTLINE

The CBP™ Customer Service training and Certification program is aimed towards persons interested in learning the very essential basics that anyone in the Customer Service business must know. The course was developed with close consultancy with experienced Customer Service gurus across the business world. In this certification program you will learning the meaning of Customer Service, understand the importance of Customer Service, identify and describe the fundamental communication skills required for Customer Service, learn the role of tone, and much more. This course culminates the fundamentals and skills that every person in the field of Customer Services should have in his arsenal.The CBP™ Customer Service Certification provides the foundation for quality customer service and focuses on building life-long customer relationships by developing effective customer-care strategies.

Prerequisites:

Computer Literacy

Hybrid (VILT)

Virtual instruction environments are designed to simulate the traditional classroom or learning experience. Instructor-led training is still the number one delivery method of choice because it allows you to interact and discuss the training material, either individually or in a group setting, and you gain access to expert knowledge from certified instructors. This form of guided learning is impactful and produces positive learning outcomes. Day, evening and Saturday classes are offered.

Course Content

Virtual Lecturer-led Interactive Teaching (VLIT)

Virtual instruction environments are designed to simulate the traditional classroom or learning experience. Instructor-led training is still the number one delivery method of choice because it allows you to interact and discuss the training material, either individually or in a group setting, and you gain access to expert knowledge from certified instructors. This form of guided learning is impactful and produces positive learning outcomes. Day, evening and Saturday classes are offered.
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
Communication skills
- Developing effective communication skills
- Presenting a professional image
- Non-verbal communication skills
- Body language
- Key body language aspects
- Physical distance
- Verbal communication skill
- Choice of words
- Tone of voice
- The choice of words
Knowing your customer
- Knowing your customer
- Customer expectations
- Assertive working style – results–oriented
- Analytical-details- oriented
- Amiable – people-oriented
- Dominant behavioural style
- Determining your level of services
Calming upset customers
- What makes a customer upset
- Avoiding upsets
- What can you do to 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
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
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 responder
- Customer online support
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
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
- Be positive
CTU Training Solutions, Updated: January 25th, 2021