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Certified Customer Service Professional



Every front-line employee needs a solid grounding in ‘customer service’ skills. As can be expected in this course, the subjects covered tackle most of what is needed by anyone interacting directly with internal or external customers. This course will cover everything from the most appropriate behavior and communication with customers, to tools and techniques used to analyze the level of service and improve it to ensure customer delight.

Course Objectives:

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

  • Define customer service and break it down to its most basic dimensions
  • Explain the critical link between 'attitude' and 'technique' to consistently deliver an excellent level of service
  • Use a variety of tools such as 'gap analysis' and 'RATER' to provide a level of service that is second to none
  • Analyze basic behavioral patterns of different customer personalities and the best way to deal with them
  • Discuss and practice the techniques of effective communication skills with customers

Targeted Audience:

  • Managers, Supervisors, and Customer Service Staff as well as staff in departments who deal directly with external customers or whose job is to support other entities or employees inside the organization

Course Outlines:

Unit 1: Customer service:

  • Introduction to customer service
  • Definition of customer service
  • Service dimensions
  • Addressing customer needs

Unit 2: Attaining Customer Satisfaction through Quality Measures:

  • Customer service excellence

Unit 3: Components of Quality Service:

  • Service quality
  • Service quality gaps
  • The 'RATER' model
  • What customers pay attention to
  • Dimensions of the 'RATER' model
  • Flying over customer expectations
  • Establishing service quality performance standards

Unit 4: The Customer Complaint System:

  • Definition of ‘complaint’
  • Types of complainants
  • Sources of complaints
  • Why most customers won’t complain
  • Types of complaints
  • Handling complaints: the 'PEPSI' model

Unit 5: Inspiring Staff:

  • Principles of inspiring people ('AEPA' philosophy)
  • Arousing interest
  • Engaging them
  • Practicing new skills
  • Applying to the real world

Unit 6: Customers Loyalty:

  • Principles of success
  • Who is a loyal customer
  • Strategies to keep customers loyal
  • Reasons why companies lose customers
  • Keys to delivering exceptional service

Unit 7: A Profile of Different Customer Personalities:

  • Difficult people and difficult behavior
  • Characteristics of difficult people
  • Suggested responses
  • Six personalities that lead to conflict and how to deal with them

Unit 8: Effective Communication with Customers:

  • Definition of communication
  • Communication goals
  • Communication as a critical success factor
  • Communication with customers
  • Reading the body language of customers
  • Characteristics of a good listener
  • Behaviors that block listening
  • How to be an active listener

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