Customer Service Professional

CUSTOMER SERVICE PROFESSIONAL

Course Description

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.

Course Details
Delivery Methods
Course Calender

What You Will Learn

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
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 .

Course Outline

Module 1: Customer Service Strategy and Concepts

Unit 1: Element One – A Customer Service Focus

Unit 2: Element Two – How Your Organization Sets Customer Service Expectations

Unit 3: Element Three – How Well Employees Deliver Customer Service

Module 2: Customer Service Mechanics

Unit 4: Communication Dynamics

Unit 5: Skillful Telephone Techniques

Unit 6: Customer Service in the Online World

Module 3: Customer Service Delivery

Unit 7: Working with Customers

Unit 8: Dealing with Complaining Customers and Handling Objections

Unit 9: Handling Diﬃcult Customer Situations

Unit 10: Element Four – How to Quickly and Accurately Solve Problems

Unit 11: Element Five -Measure What Matters

Unit 12: Element Six – Reinforcing Customer Service Excellence

Module 4: Workplace Essentials

Unit 13: Respecting Others and Embracing Diversity

Unit 14: Team work – Being a Team Player

Unit 15: Managing Conﬂict

Unit 16: Professional Ethics and Accountability

Unit 17: Productivity and Eﬀectiveness – Organizing Your Work

Unit 18: Making the Transition to the Workplace

Module 5: Customer Service

Unit 13: Six Vital Elements of Customer Service

Module 6: Workforce Management

Unit 14: Building Your Organizational Structure

Unit 15: Getting the Right People in Place

Unit 16: A Closer Look at Job Analysis

Unit 17: A Closer Look at Interviewing

Unit 18: Delegation and Accountability

Unit 19: Team Work – Building High Performance Teams

Unit 20: Making the Transition to Business Ownership

Instructor-Facilitated Learning

Price: Check Calendar for Pricing

Skilled Now offers a variety of classes that are available to take from the comfort and safety of your desk. These scheduled courses provide students with live, instructor-led training delivered by Skilled now faculty using web conferencing software and an audio bridge so you can interact without ever leaving home or office!

Benefits of this Format:
With a flexible schedule, you can take this course whenever it’s most convenient for your day. Check out the different instrucor calenders that appeal to you.
With our interactive and engaging learning experiences, you'll be able to master new topics in a matter of days.
Spend time interacting with the instructor. Ask questions and get clarification on anything you don't understand or feel uncomfortable about!

Career Competency Standards

Private Group Training

HDI offers a unique training solution that can be conducted at your facility, removing individual expenses and giving you more control.

Benefits of this Format:
Take the hassle out of managing your training schedule by scheduling classes and picking them up on-demand.
If you're looking for an affordable way to save money, this is it! With groups of eight or more the option often becomes more cost effective.
You are in charge of the training schedule

Skilled Now Corporate Training Program

Skilled Now understands that you need to provide your staff with the latest training resources and courses. That’s why we offer your in-house instructor training and certification so they can deliver Skilled Now courseware on site, right at their location of choice!

This is the perfect solution for companies that are looking to train more than 50 employees annually. The program includes HDI training and certification, so you can ensure your new hires have what they need from day one!

Benefits of this Format:
The learning process is made more engaging with someone who knows your business inside-out.
The instructor can customize the course to fit your needs and career goals. For example, he or she might show you actual reports from companies that interest you specifically so it's easier for both of us!
You are in charge of the training schedule