ISM Endorsed Certified Customer Service Professional - Virtual Learning

ISM Endorsed Certified Customer Service Professional - Virtual Learning

Why Attend

This certified five-day course covers most subjects required by anyone interacting directly with internal or external customers. The course tackles the most appropriate behavior and communication with customers and the tools and techniques used to analyze the level of service and improve it to ensure customer delight. The course also allows participants to show they've learned the concepts by passing a test. If they do, they'll get the highly sought-after Meirc Professional Certificate (MPC) in addition to the regular certificate of attendance. The course is ISM-endorsed for high-quality adherence.

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Course Methodology

This course uses interactive techniques like brief presentations by the consultant and questions, both written and oral, case studies, role-plays, exercises, and more.

Course Objectives

By the end of the course, participants will be able to:

  • Define customer service and break it down to its most basic dimensions to understand the new service landscape and its modern requirements
  • Explain the framework for successful customer service and use it to deliver excellent levels of service consistently
  • Determine fundamental technical and behavioral aspects of exceptional customer service to deal with different types of customers and become a service superstar
  • Discuss and practice customer empathy and research techniques for optimizing customer communication and loyalty
  • Explore virtual customer service tools to enhance customer loyalty and service effectiveness
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.

Target Competencies
  • Communicating with customers
  • Customer-centricity
  • Emotional control
  • Empathy
  • Adaptability and flexibility
  • Perceptiveness
  • Resilience
Course Outline
  • Customer Service: Highlights and Foundations  
    • Customer service in the 21st century
    • Customer service definitions
    • The service dimensions matrix
    • Building a service mindset
    • Achieving customer service excellence 
  • 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
    • 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
  • 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
      • Definition of virtual customer service 
      • Virtual customer service tools and benefits  
Institute of Sales Management (ISM)

Meirc is a recognized center and an endorsed training partner for the Institute of Sales Management (ISM*). This endorsement is a badge of recognition for the high quality sales and marketing training courses offered by Meirc Training & Consulting. Upon successfully completing any of these courses, participants will be awarded an ISM Certificate in addition to the certificate they receive from Meirc Training & Consulting.

*ISM is the UK’s largest professional body for salespeople and is the authoritative voice of selling and the custodian of sales standards, ethics and best practice. The core mission of the ISM is to promote standards of excellence in sales and sales management and enhance the prestige, integrity and profile of the sales profession as a whole and to inspire sales and marketing personnel to greater heights of achievement. ISM qualifications are vocationally-related, globally-recognized and are overseen by the UK government’s regulator Ofqual so you can be sure they meet the highest standards.

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MPC Certifications
Meirc Professional Certificate (MPC)

MPC certified courses by Meirc Training & Consulting are designed for those willing to challenge themselves and go the extra distance. Participants who fully attend an MPC course and successfully complete the test on the last day, will receive a Meirc Professional Certificate (MPC), in addition to the one they receive for full attendance. MPC certificates are regionally recognized and can be quite valuable when applying for more senior roles within the organization or outside.

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