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Certified Customer Service Specialist

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Certified Customer Service Specialist


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

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