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Certified Customer Service Professional

Locations & Dates:

Date: 15 - 26 Oct 2017
Ref: R5016
Location: Egypt (Sharm El-Sheikh)
Fees: 3750 

MERC Training Center reserves the right to alter dates, content, venue and trainer with a reasonable notice time.
One extra free place for every 2 paid nominees

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.
  • Define 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 Outline:

Customer Service

  • Definitions and Concepts

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 Customers

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

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