Course Description
This intensive 5-day Certified Customer Service Professional (CCSP) course is designed to equip participants with the essential skills and knowledge needed to excel in customer service roles. Through a combination of theoretical concepts and practical applications, attendees will learn to deliver exceptional customer experiences, handle challenging situations, and drive customer satisfaction and loyalty.
Learning Objectives
- Develop a deep understanding of customer service principles and best practices
- Master effective communication techniques for various customer interactions
- Learn strategies for handling difficult customers and resolving conflicts
- Understand the role of emotional intelligence in customer service
- Gain proficiency in using customer service technologies and tools
- Prepare for the CCSP certification exam
Course Modules
Day 1: Foundations of Customer Service Excellence
- Introduction to customer service principles
- Understanding customer expectations and perceptions
- The customer service mindset
- Building rapport and trust with customers
Day 2: Effective Communication in Customer Service
- Active listening techniques
- Verbal and non-verbal communication skills
- Writing professional emails and messages
- Adapting communication styles to different customers
Day 3: Handling Challenging Customer Situations
- De-escalation techniques for angry customers
- Problem-solving and decision-making in customer service
- Turning complaints into opportunities
- Managing customer expectations
Day 4: Emotional Intelligence and Customer Service Technology
- Developing emotional intelligence for customer interactions
- Empathy and its role in customer service
- Overview of customer service software and tools
- Leveraging social media for customer support
Day 5: Service Recovery and Certification Preparation
- Service recovery strategies and best practices
- Measuring and improving customer satisfaction
- CCSP certification exam preparation
- Course review and practice scenarios
Practical Wins for Participants
- Improved ability to handle difficult customer interactions confidently
- Enhanced communication skills applicable across various channels
- Increased knowledge of customer service technologies and their applications
- Preparation for the CCSP certification exam to advance your career
Credits: 5 credit per day
Course Mode: full-time
Provider: Blackbird Training Centre
