Certified Customer Service Professional
Introduction
Customer service is crucial for building trust, enhancing brand reputation, and driving long-term business success. It directly impacts customer satisfaction, loyalty, and word-of-mouth referrals, which contribute to revenue growth. Excellent customer service ensures prompt issue resolution, personalized interactions, and a positive customer experience. It differentiates businesses in competitive markets and fosters emotional connections with customers. By actively listening to feedback and continuously improving service quality, companies can strengthen relationships and increase retention. Poor customer service, on the other hand, leads to lost customers, negative reviews, and diminished brand credibility, making it essential for sustainable business success.
This training program is designed to include:
- 16 hours of training
- 03 months of one-on-one coaching
How you will benefit
By the end of the program, participants will be able to:
- Explain the importance of a customer service culture in a competitive environment
- Analyze basic behavioral patterns of different customer personalities and the best way to deal with them
- Implement strategies for service recovery aimed at regaining customer loyalty
- Define the process of managing a customer complaint system
- Discuss and practice the techniques of effective communication skills with customers
Who should attend
Managers/supervisors and customer service staff. Successful candidates on this program will be awarded RBNC’s Professional Certificate.
What you will cover
- Definitions and Concepts
- Roles of the Customer Service Professional
- Managing your Stress
- Managing your Time
- Components of Quality Service
- Customer Complaint Systems
- The Principles of Inspiring Staff
- Customer Loyalty
- Reasons why Companies Lose Customers
- Keys to Delivering an "Exceptional" Service
- Service Quality
- Service Quality Gaps
- What Customers Pay Attention to
- Flying Over Customer Expectations
- Establishing Service Quality Performance Standards
- Customer Complaint System
- Definition of ‘Complaint’
- Types of Complainants
- Sources of Complaints
- Why Most Customers Won’t Complain
- Types of Complaints
- Handling Complaints: A.S.A.P Model
- Inspiring Staff
- Arousing Interest
- Engaging Them
- Practicing New Skills
- Applying to Real World
- 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”
- Characteristics of Difficult People
- Six Major Personalities that Lead to Conflict
- Strategies for Dealing with Them
- Positive Verbal Communication
- Nonverbal Communication in Customer Service
- Listening to the Customer
- Customer Service and Behavior
Schedule
