Certified Customer Service Professional
Introduction to the Training:
In the fast-paced world of business, customer service plays a pivotal role in creating positive customer experiences, fostering loyalty, and driving business success. This comprehensive five-day training is designed to equip customer service professionals with the essential skills, knowledge, and mindset to deliver exceptional service consistently.
This training program is designed to empower you with the skills and knowledge needed to excel in customer service, contributing to both personal and organizational success.
- Understanding Customer-Centric approach
- Importance of Customer-Centricity
- Customer service Etiquette
- Impact of excellent customer service
- Effective communication Skills
- Problem-Solving and Conflict Resolution
- Strategies for efficient problem resolution
- Working among strong teams
- Identifying customer issues
- Role of empathy in customer service
- Understand the cultural nuances that may impact customer interactions and adapt communication accordingly
- Developing Emotional Intelligence
- Utilizing technology in customer service
- Time management, efficiency, and measuring customer satisfaction
- Understanding the customer-centric approach
- Gain insights into the significance of customer-centricity in today’s competitive market.
- Recognize the impact of excellent customer service on brand reputation and customer loyalty.
- Develop strong verbal and written communication skills to convey information clearly and empathetically.
- Acquire strategies for identifying and resolving customer issues efficiently.
- earn techniques to handle challenging situations and turn them into opportunities for customer satisfaction.
- Understand the importance of empathy in customer interactions.
- Develop emotional intelligence to navigate and manage emotions, both yours and the customers’, for positive outcomes.
- Learn to leverage customer relationship management (CRM) tools and other technologies for efficient service delivery.
- Develop skills to manage time effectively during customer interactions.
- Explore methods of measuring customer satisfaction and feedback.
- Understand how to use feedback to continuously improve and refine customer service practices.
April 22/ 23 / 24 / 25 / 26
Upon the successful completion of the Certified Customer Service Professional you will be certified from Standards as well as the European Management Academy (EMA).