As the direct liaison to customers, customer service professionals support the company’s products and services. They promote the company’s mission and vision and serve as the organization’s ambassador by providing exceptional service to every customer, every day. They routinely handle complaints, order entry tasks, product inquiries, billing, cancellations, and sales leads. They must master professional skills including understanding the customer situation, product knowledge, delivery options, and service support. They are the organization’s service experts and interact with customers at every experience level, issue complexity, and type. Their mission is to delight customers. They may perform their duties in person, on the telephone, through email, or online. Customer service is an excellent career launch pad. Many customer service professionals who excel in their roles move up in the organization quickly due to their high value to the organization.

In this certification course, you will learn the fundamentals of customer service. You will define customer service and align your efforts with company commitments. You will practice delivering customer service by using effective communication skills, understanding the power of the telephone, understanding the needs of customers, using body language during in-person interactions, and dealing with challenging customer personalities and scenarios. You will learn to resolve customer issues quickly and with skill. Next, you will learn how to measure customer ser­ vice effectiveness and learn to reinforce service excellence. Finally, you will gain competence and confidence in the essential workplace skills you need to perform your day-to-day responsibilities and achieve long-term career suc­ cess. These essential skills include getting along with co-workers, working on teams, and maintaining strong profes­ sional ethics.

The Customer Service Professional certification applies to serving customers in any type of business pursuit in any industry or government agency. It does not include specific practices or skills unique to dedicated call center envi­ ronments, however, all the fundamental concepts of customer service covered in this certification are required for success in the call center environment.

The course is designed to prepare learners for the Skilled Now Certified Customer Service Professional test and earn the designation, Certified Customer Service Professional, Skilled Now -CSP. The goal is for the learner to be job-ready for an entry level position in customer service .

• Practice the critical elements of customer service
• Establish a customer-focused approach
• Recognize how your conduct affects the behavior of others
• Solve customer problems with confidence and skill
• Work with difficult and challenging customers using specific techniques
• Make the commitment to outstanding customer service

The customer service professional must be passionate about caring for customers, organized, and able to thrive in a frequently stressful environment.

• Serve as the liaison between the customer and the company and be the professional face of the organization.​
• Deliver the company mission and vision by passionately delighting every customer.
• Build rapport and earn the customer’s trust.​
• Understand customer needs and issues and resolve issues professionally, with high customer acceptance.​
• Actively listen to customer inquiries and deliver acceptable answers and resolutions.
• Serve as a customer advocate and address customer expectations with every interaction.
• Be the product and service offering knowledge expert.​
• Communicate with other company departments to resolve customer issues.
• Escalate appropriate matters to management.
• Maintain a high customer retention rate.
• Nurture and develop long-term customer relationships, consistently converting unhappy customers.
• Effectively communicate policies and changes.
• Enter and manage administrative information without errors.
• Distribute leads to sales for new product and services opportunities.