Customer Service

Customer Service
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. 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.

Who Should Attend?

This course is recommended for customer service professionals, service agents, front-line workers, managers, supervisors and business professionals, who wish to specialize in the customer service business segment.
Prerequisites
This course is designed for the student who has little or no experience

What You Will Receive

Each student will receive a copy of the student manual for post-class reference and review.
Certification Preparation
This module prepares candidates to sit the Certified Business Professional exam - C20-507

Follow Up Courses

Business Communication Series
Sales Series
Business Etiquette and Professionalism Series

Leadership Series

Course Outline: CBP Customer Service Series

Module 1: Introduction to Customer Service

What is Customer Service?
Developing a Customer-Centric Mindset
Who are your Customers?
Internal Customers
External 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: Customer Service: 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
May I
Please
Thank you
The Close
Being Positive
Tone of Voice
Inflection
Energy
Volume
Pace

Module 3: Customer Analysis: Knowing your Customer

Knowing your Customer
Customer Expectations
Assertive Working Style – Results-Oriented
Analytical – Details-Oriented
Amiable – People-Oriented
Dominant Behavioral Style
Determining Your Level of Service

Module 4: Calming Upset Customers

What Makes Customers Upset?
Avoiding Upsets
What Can You Do To Avoid Upsets?
5 Key Steps to Calming Upset customers
Accurately identify the Problem
Confirm The Customer’s Value
Synchronize & Summarize
Conclude by Affirming the Customer’s Value Again
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
E-mail Communication Guidelines
Online Chat
Internet Customer Skills
Scripted Responses
Introduction
Placing a Chat on Hold
Closing a Chat Session
Websites
Knowledgebase
FAQ
Auto Responders
Customer Online Support

Module 7: Time Management Strategies

Time Management
Taking Control of Your Time
Time Analysis: Task Identification
Task Analysis
Personal Suitability
Efficiency
Task Analysis
Task Prioritization
Relative Importance
Time-frame
Time Wasters

Module 8: Stress Management Strategies

What is Customer Service?
Developing a Customer-Centric Mindset
Who are your Customers?
Internal Customers
External 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