Certified Customer Service Specialist

Certified Customer Service Specialist

Methodology

This course utilizes a combination of interactive training techniques, including brief presentations by the consultant followed by oral and written questions, case studies, role-playing exercises, and the presentation of video clips, among others.

Course Objectives

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

• Explain the importance of customer service culture in a competitive environment.
• Analyze the core behavioral patterns of different customer personalities and the best ways to deal with them.
• Practice strategies aimed at regaining customer loyalty.
• Define the process of managing customer complaints.
• Study and practice effective communication skills with customers.

Target Audience

Managers, supervisors, and internal and external customer service employees.

Training Program Content:

• Customer Service
• Introduction to Customer Service
• Defining Customer Service
• Dimensions of Service
• Dealing with Customer Needs
• Achieving Customer Satisfaction through Quality Standards
• Excellence in Customer Service
• Components of Service Quality
• Service Quality Gaps
• RATER Model
• Factors that attract customer attention
• Dimensions of the RATER model
• Exceeding customer expectations
• Establishing service quality performance standards
• Customer Complaint Systems
• Defining a complaint
• Who files complaints?
• Sources of complaints
• Why most customers don’t complain
• Types of complaints
• Dealing with complaints: P.E.P.S.I Model
• Inspiring Employees
• Principles of Inspiring Employees (A.E.P.A philosophy)
• Generating employee interest
• Engaging employees
• Practicing new skills
• Real-life application
• Customer Loyalty
• Principles of success
• Who is a loyal customer?
• Strategies for maintaining customer loyalty
• Why companies lose their customers
• Foundations of providing “exceptional” service
• Categorizing different customer personalities
• Difficult and demanding individuals
• Characteristics of difficult individuals
• Proposed responses
• The six key personalities that lead to conflicts and how to deal with them
• Effective Communication with Customers
• Defining communication
• Objectives of communication
• Communication as a fundamental success factor
• Communicating with customers
• Reading body language in customers
• Qualities of a good listener
• Behaviors that hinder active listening
• How to be an effective platform