Customer Service CBP

Management and Leadership

Jeddah

Program code

CS

code
Program name
Date
Place
Details
CS
Customer Service CBP
2018-02-27
Jeddah
  • 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. 
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Jeddah

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 
  • 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
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Module 8: 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 That Vacation 
  • Exercise 
  • Be Organized 
  • We All Make Mistakes 
  • Be Positive

Program axes

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