( CBP ) Certified Customer Service Business Professional

Overview:

Introduction:

This comprehensive 5-day course is designed to equip participants with the essential skills and knowledge needed to excel in the field of customer service. Whether you are a seasoned professional seeking to enhance your expertise or an aspiring individual aiming to enter the customer service industry, this course is tailored to meet your needs.

Course Objectives:

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

• Develop Customer Service Skills

• Understanding Customer Behavior

• Building Customer Relationships

• Managing Customer Complaints

• Implementing Customer Service Standards

• Using Technology for Customer Service

• Measuring Customer Satisfaction

Targeted Audience:

• Customer Service Representatives
• Sales and Marketing Professionals
• Front Desk and Reception Staff
• Call Center Agents
• Retail Associates
• Hospitality Industry Staff
• Small Business Owners and Entrepreneurs

Course Outlines:

Unit1: Introduction to Customer Service

• The Importance of Customer Service in Business

• Understanding Customer Expectations

• Effective Communication Skills for Customer Service

Unit 2: Customer Relationship Management

• Building Positive Customer Relationships

• Handling Difficult Customers and Complaints

• Conflict Resolution Techniques

Unit 3: Customer Service Strategies

• Implementing Customer Service Standards

• Personalization and Tailoring Service to Customers

• Utilizing Technology for Customer Service

Unit 4: Measuring Customer Satisfaction

• Customer Feedback and Surveys

• Key Performance Indicators (KPIs) in Customer Service

• Continuous Improvement in Customer Service

Unit 5: Role of Customer Service in Business Success

• Customer Loyalty and Retention Strategies

• Creating a Customer-Centric Culture

• Final Assessment and Certification