CERTIFIED CUSTOMER SERVICE STRATEGY PROFESSIONAL

NAME OF THE COURSECERTIFIED CUSTOMER SERVICE STRATEGY PROFESSIONAL
CERTIFICATIONCERTIFIED CUSTOMER SERVICE STRATEGY PROFESSIONAL
  
COURSE OVERVIEWGetting a customer is important. Do things stop there or do they come back to make another purchase….and continue doing that again and again?
The most profitable businesses thrive on one fundamental – excellent customer service and repeat customers. Working with dissatisfied customers and solving their problems can rebuild their trust in your company and make them your allies.
Excellent customer service and high customer satisfaction is key to growing a successful business. It must start with understanding and managing customer expectations.
  
TRAINING DURATIONTotal Training Hours: 16 Hours
Training Duration: 1 Week
Total Training  Days: 2-3 Working Days
  
TRAINING SCHEDULEWeekdays (Sunday to Thursday)
Regular Sessions: 4 – 6 Hrs Per day (9 am to 2 pm or 3.00 pm to 9.00 pm)
Food & refreshments Included
Weekends (Friday & Saturday)
Fast Track Sessions: 8 Hours per day (9 am to 5 pm)
Food & refreshments Included
  
CERTIFICATIONGlobally recognized certificate from “Kings Global Career Academy”
  
TESTNo
  
LEARNING AIDSYes
  
COURSE MATERIALHard & Soft Copies of Study Material
  
LANGUAGE OF INSTRUCTIONEnglish
  
INSTRUCTOR HELPLINEYes
1. Email
2. Social Media (For Emergency requirements)
  
REGISTRATION REQUIREMENTS1. Passport Copy
2. Curriculum Vitae
3. Passport size photographs
4. Course Fee
  
MODE OF PAYMENTCash / Cheque / Credit Card / Bank Transfer.
  
WHO SHOULD ATTEND 
  • Customer Service Staff and Supervisors
  • Customer Relationship Managers
  
COURSE BENEFITS
  • Recognize a diverse range of customers, their needs and expectations
  • Understand the Benefits of Understanding the Customer’s Expectations
  • Why customer service is so important
  • Service excellent for customer satisfaction
  • Identify customer needs, apply effective communication techniques and understand the types of services behaviours that truly make an exceptional difference to the customer
  • Use engaging skills vital in building and strengthening the relationship with customers and build customer loyalty
  • Learn how to handle challenging situations and diversity
  • Demonstrate the qualities and characteristics of a service professional when delivering go-the-extra-mile service to exceed customer expectations
  
COURSE CONTENTS 2

Module 1: Why customer service is important
Introduction
Establish Expectations
Learning Objectives

Module 2: Service excellent for customer satisfaction
Your Personal Experience as a Customer
Vision Statement of a Company
The mission of a Company
Why Customer Service is so Important

Module 3: Handle Challenging Situations and Diversity
The 3 Pillars of Service Excellence
Moment of Truth
Internal and External Customers

Module 4: Identify Customer Needs
Service Mindset
Positive Mindset for Service Excellence
Treat Your Customers like Boss

Module 5: Changing Negative Attitude to Positive Attitude
Develop the Service Champ
Listening for Dollars
What Customers Really Expect

Module 6: Effective Communication Techniques
Mind Your Language
Understand Your Customer with Empathy
Right Words to Use for an Angry Customer

Module 7: Understand the types of Services Behaviors
Types of Service Behaviors
Understand why Customer Behaviors
Complaints are Good News

Module 8: Make Exceptional Difference to Customer
Dealing with Customer Complaints
Techniques to Manage Complaints
Steps in Managing Complaint ‘Head-on’

Module 9: Increase Customer Satisfaction
Doing the Extra Miles
Enlighten Your Customers

Module 10: Build Customer Loyalty
Connect with Customers Effectively
Building Rapport
Sense of Immediacy
Reassurance

Module 11: Transfer Excellent Customer Service to Workplace
Learning Review
Personal Action Plan

REGISTER