CBP™ Leadership Certification

Course Code: CSS-105

Course Duration: 3 days

Course Objective(s):

To possess the training and skills needed to achieve the CBP™ Customer Service certification. You will also develop the foundation skills needed to be a successful customer service agent.

This course culminates the fundamentals and skills that every person in the field of Customer Services should have.

Expected Accomplishment(s):

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

• Learn the meaning of Customer Service
• Understand the importance of Customer Service.
• Identify and describe the fundamental communication skills required for Customer Service.
• Understand the foundation for quality customer service and focuses on building life-long customer relationships by developing effective customer-care strategies.
• Understand guidelines for emerging technologies such as Internet Chat.
• Learn various hands-on and interactive scenarios to develop the foundation customer care skills needed to provide excellence in service.

Who Can Benefit:

Professionals who are committed to surpassing standards of excellence on all business levels where the function of customer service is involved.

Prerequisite(s):

• None

Course Outline:

The CBP Professional™ Customer Service manual covers the following topics:

• Introduction to Customer Service
• Customer Service: Communication Skills
• Customer Analysis: Knowing your Customer
• Calming Upset Customers
• Telephone Customer Service
• Internet Customer Service Skills
• Time Management Strategies
• Stress Management Strategies

Delivery Method:

Instructor-led classes with presentations, exercises, case studies, group discussions, task-based written activities, communicative role-plays and individual projects.

Related Training:

• CBP™ Business Communication Certification
• CBP™ Business Etiquette Certification
• CBP™ Sales Certification
• CBP™ Leadership Certification