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Certified Customer Service Professional CCSP

Course Overview

Designed for those directly engaging with internal and external customers, this comprehensive course allows you to explore the art of ideal customer interaction, mastering behavior, and communication essentials. Uncover the tools and techniques to analyze service levels and elevate them to guarantee customer satisfaction.

Test your proficiency as a Certified Customer Service Professional, earning not only a recognized Professional Certificate (MPC) but also an official certificate of attendance. Endorsed by ISM for high-quality commitment to high-quality standards, this course is your key to mastering the art and science of customer satisfaction.

Who Should Attend

  • Managers
  • Supervisors
  • Customer service staff,
  • Staff in departments who deal directly with external customers or whose job is to support other entities or employees inside the organization.

Course Objectives

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

  • Define customer service and break it down to its most basic dimensions to understand the new service landscape and its modern requirements
  • Explain the framework for successful customer service and use it to deliver excellent levels of service consistently
  • Determine fundamental technical and behavioral aspects of exceptional customer service to deal with different types of customers and become a service superstar
  • Discuss and practice customer empathy and research techniques for optimizing customer communication and loyalty
  • Explore virtual customer service tools to enhance customer loyalty and service effectiveness

Course Content

Customer Service: Highlights and Foundations  

  • Customer service in the 21st century
  • Customer service definitions
  • The service dimensions matrix
  • Building a service mindset

The Framework of Successful Service Quality

  • Components of Service quality
  • Service quality
    • Service quality gaps
    • The ‘RATER’ Model
  • The customer complaint system
    • Definition of a ‘customer complaint’
    • Main reasons why customers complain
  • Inspired staff
    • Principles of inspiring people
  • Customer loyalty
    • Attributes and characteristics of loyal customers
    • Strategies to keep customers loyal

Becoming a 5 Stars Customer Service Pro  

  • The emotionally intelligent Customer Service Professional
    • Definition of Emotional Intelligence
    • How EI improves customer service
  • Effective interpersonal communication skills
    • Interpersonal communication pillars
    • Reflective listening skills
  • Customer-facing excellence
    • Making an excellent first impression
    • Dealing with different types of customers

Table of Contents

Course Code DU0602 Category
Location: Dubai, UAE
Duration: 5 Days
Language: English
Cost: 15,770 SAR
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