Customer Service Course

16 Hr. Instructor-Led Course

Course Overview
The CBP™ Customer Service Certification provides the foundation for quality customer service and
focuses on building life-long customer relationships strategies.
Course Outline: CBP™ Customer Service
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
_ May I
_ Please
_ Thank You
_ The Close
_ 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
Course Outline: CBP™ Customer Service
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

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