Certified Customer Service Professional

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Customer Service

Certified Customer Service Professional

Program Objectives:
By the end of the program, participants will be able to:

Understand 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.
Agree and practice 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.

This program is designed for:

Managers/supervisors and customer service staff. Successful candidates on this program will be awarded Meirc’s Professional Certificate (MPC).

Fees in US$:

Per participant $4,300
Frequent nomination $3,870
(including coffee breaks and a buffet lunch daily)

Discount Plans, Refunds & Cancellations Policy

Locations & Dates:

24 - 28 Mar 2013
Dubai, English
Crowne Plaza Sheikh Zayed Road map

09 - 13 Jun 2013
Dubai, Arabic
Crowne Plaza Sheikh Zayed Road map

03 - 07 Nov 2013
Dubai, English
Crowne Plaza Sheikh Zayed Road map

Meirc reserves the right to alter dates, content, venue and trainer with a reasonable notice time.

One extra free place for every 2 paid nominees

Delivery Type: Group-Live

Pre-requisites: None

Related Programs:

Customer Relationship Management: CRM Strategic Roadmap

Program Outline

Customer Service

Definitions and Concepts
Roles of the Customer Service Professional

Attaining Customer Satisfaction Through Quality Measures

Components of Quality Service
- Service Quality Gaps
- What Customers Pay Attention To
- Dimensions of the RATER Model
- Establishing Service Quality Performance Standards
Customer Complaint Systems
- Sources of Complaints
- Types of Complaints
- Handling Complaints: The PEPSI and FEDEX Approaches
The Principles of Inspiring Staff (A.E.P.A. Philosophy)
- Arousing Interest
- Engaging Them
- Practicing New Skills
- Applying to Real World
Customer Loyalty
- Who is a Loyal Customer?
- Strategies to Keep Customers Loyal
Reasons why Companies Lose Customers
Keys to Delivering an "Exceptional" Service- The "Nordstrom" Way

A Profile of Different Customer Personalities

Characteristics of Difficult People
Common Responses to Them
6 Major Personalities that Lead to Conflict
- The Hostile
- The Pessimist
- The Complainer
- The Know-It-All
- The Narcissist
- The Over-Controller
Strategies for Dealing with Them

Effective Communication with Customers

Communication Goals
Overcoming Barriers to Effective Communication with Customers
Reading the Body Language of Customers
Behaviors that Block Listening
How to Be an Active Listener