Certified Customer Service Professional
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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.
- Practice the techniques of managing customer expectations and delighting customers.
- Understand the process of managing a customer complaint system.
- Agree and practice strategies for service recovery aimed at regaining customer loyalty.
- Analyze basic behavioral patterns of different customer personalities and the best way to deal with them.
This Program is designed for: Managers/Supervisors and customer service staff. This program is worth 25 NASBA CPEs. Program Fees: Per participant - USD 3950
Frequent nomination - USD 3555
(including coffee breaks and a buffet lunch daily)
One extra free place for every 2 paid nominees on the same program and dates
Discount Plans, Refunds & Cancellations Policy
Meirc reserves the right to alter dates, content, venue and trainer with a reasonable notice time. Program Outline: | Customer Service The Role of the Customer Service Executive - The Principles of Customer Service
Principle Foundation of Superior Customer Service - Strong Relationship
- Superior Service
- Professional Behavior
A Profile of Different Customer Personalities - Ways of Dealing with Them
Managing a Customer Complaint System - Types of Customer Complaints
- Handling Complaints: Process and Behavior
- Complaint Management Standards
- Elements of a Complaint Management System
Attaining Customer Satisfaction through Quality Measures - Components of Quality Service
- Elements of the RATER Model
| | Managing Customer Expectations - Strategies and Actions to Delight Your Customer
Strategies for Service Recovery from a Major Crisis - Analyzing the Reasons for the Crisis
- Taking Action to Raise the Level of Customer Loyalty by Dealing with the Crisis
Customer Relationship Management - Definitions and Concepts
- CRM and Customer Service
Developing a Customer Service Culture within Your Organization - The Mindset and the Toolset
- Polishing Your Perception Points
- Keeping Track of Service
Effective Communication with Customers - Active Listening
- Overcoming Barriers to Effective Communication with Customers
- Reading the Body Language of Customers
| | | | | | | Pre-requisites None
Delivery Type Group-Live | Related Programs |
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