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CBP Customer Service

The CBP™ Customer Service training and Certification program is aimed towards persons interested in learning the very essential basics that anyone in the Customer Service business must know. The course was developed wi... Show More
Course Prerequisites:
Computer Literacy
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Instructor-Led Training (ILT)

Attend training in a classroom environment at a campus near you. Instructor-led training is still the number one delivery method of choice because it allows you to interact and discuss the training material, either individually or in a group setting, and you gain access to expert knowledge from certified instructors. This form of guided learning is impactful and produces positive learning outcomes. Day, evening and Saturday classes are offered.

Duration
2 Days

Course Content

Introduction to customer service
• What is customer service
• Developing a customer-centric mindset
• Who are the customers
• External customers
• Internal 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

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

Knowing your customer
• Knowing your customer
• Customer expectations
• Assertive working style – results – oriented
• Analytical-details- oriented
• Amiable – people-oriented
• Dominant behavioural style
• Determining your level of services

Calming upset customers
• What makes a customer upset
• Avoiding upsets
• What can you do to avoid upsets
• 5 steps to calming upset customers
• Accurately identify the problem
• Confirm the customer’s value
• Synchronize and summarize
• What to do when you are upset

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

Internet customer skills
• The internet customer
• E-mail communication guidelines
• Online chat
• Internet customer skills
• Scripted responses
• Introduction
• Placing a chat on hold
• Closing a chat session
• Websites
• Knowledge base
• Auto responder
• Customer online support

Time management strategies
• Time management
• Taking control of your time
• Time analysis
• Personal suitability
• Efficiency
• Task efficiency
• Task importance
• Relative importance
• Time-frame
• Time wasters

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 a vacation
• Exercise
• Be organized
• We all make mistakes
• Be positive

CTU Training Solutions , Updated: July 7th, 2017

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The course information above is subject to change without notification due to market trends in the industry, legislation and/or programme version updates. Terms and Conditions

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