Certified Customer Service Professional

This certified five-day course covers most subjects required by anyone interacting directly with internal or external customers. The course tackles the most appropriate behavior and communication with customers and the tools and techniques used to analyze the level of service and improve it to ensure customer delight. The course also allows participants to show they've learned the concepts by passing a test. If they do, they'll get their certificate of attendance. The course is ISM-endorsed for high-quality adherence.

This course uses interactive techniques like brief presentations by the consultant and questions, both written and oral, case studies, role-plays, exercises, and more.

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

• Define customer service and break it down to its most basic dimensions to understand the new service landscape and its modern requirements
• Explain the framework for successful customer service and use it to deliver excellent levels of service consistently
• Determine fundamental technical and behavioral aspects of exceptional customer service to deal with different types of customers and become a service superstar
• Discuss and practice customer empathy and research techniques for optimizing customer communication and loyalty
• Explore virtual customer service tools to enhance customer loyalty and service effectiveness

Managers, supervisors, customer service staff, and staff in departments who deal directly with external customers or whose job is to support other entities or employees inside the organization.

• Communicating with customers
• Customer-centricity
• Emotional control
• Empathy
• Adaptability and flexibility
• Perceptiveness
• Resilience