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Certified Customer Service Professional
DATE
2022-12-14;
LOCATION
To Be Determined;
Why Attend?
This certified five-day course covers most of the subjects required by anyone interacting directly with internal or external customers. The course tackles the most appropriate behavior and communication with customers as well as tools and techniques used to analyze the level of service and improve it to ensure customer delight. In addition, the course offers participants the opportunity to prove they learned the tackled concepts by passing a test that will earn them the coveted Meirc Professional Certificate (MPC) in addition to the regular certificate of attendance. The course is ISM endorsed for high-quality adherence.
Course Objectives
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This Course Objective Hasn't Been Provided Yet
Target Audience
Managers, supervisors, customer service staff, and staff in departments who deal directly with external customers or whose job is to support other entities or employees inside the organization.
- Customer Service: Highlights and Foundations
- Customer service in the 21st century
- Customer service definitions
- The service dimensions matrix
- Building a service mindset
- The Framework of Successful Service Quality
- Components of Service quality
- Service quality
- Service quality gaps
- The 'RATER' Model
- The customer complaint system
- Definition of a ‘customer complaint’
- Main reasons why customers complain
- Inspired staff
- Principles of inspiring people
- Customer loyalty
- Attributes and characteristics of loyal customers
- Strategies to keep customers loyal
- Becoming a 5 Stars Customer Service Pro
- The emotionally intelligent Customer Service Professional
- Definition of Emotional Intelligence
- How EI improves customer service
- Effective interpersonal communication skills
- Interpersonal communication pillars
- Reflective listening skills
- Customer-facing excellence
- Making an excellent first impression
- Dealing with different types of customers
- The emotionally intelligent Customer Service Professional
Customer Empathy and Research
- Enhancing customer empathy
- Definition of customer empathy
- The customer empathy map
- Deepening customer research
- Creating a customer persona
- Measuring customer satisfaction
- Customer Service Success Practices
- Identifying personality strengths and weaknesses
- DiSC® personality development profile
- The virtual customer service professional
- Virtual customer service tools and benefits
- Identifying personality strengths and weaknesses
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