Certified Business Professional in Customer Service (CBP-CS)

Description

Certified Business Professional in Customer Service (CBP-CS)

Introduction to the Training Program

This program aims to enhance the reputation of institutions by developing customer service skills. A good reputation requires continuous effort from all team members, and satisfying the customer is the key to institutional success. The program focuses on improving communication skills, building long-term relationships with customers, and developing effective customer care strategies. Designed by expert consultants, this program includes practical and interactive training to ensure excellence in service according to international standards.

Program Objectives

• Define the concept of customer service.
• Identify the meaning of a potential customer.
• Explain the importance of pleasing and satisfying customers and gaining their trust.
• Develop positive behaviors in dealing with customers.
• Compare different types of communication.
• Explain the importance of verbal and non-verbal communication.
• Identify customer types.
• Determine service levels.
• Demonstrate how to calm angry customers.
• Practice self-calming exercises.
• Explain how to handle customers over the phone.
• Illustrate methods of electronic communication with customers.
• Manage time effectively.
• Explain how to manage stress.
• Respond to customer inquiries.
• Provide the best services.
• Offer good, respectful, and humane treatment that suits customers and their status, without discrimination.
• Persuade customers that the institution is the best.
• Read and anticipate customer needs and requirements.
• Attract new customers.

Program Outcomes

After completing the program, the trainee will be able to:

• Understand and be knowledgeable about the key characteristics of customer service management.
• Target potential customers.
• Develop persuasion skills and the ability to correct mistakes.
• Build strong relationships with customers.
• Professionally handle different types of customers and calm them.
• Control emotions and reactions.
• Professionally interact with customers over the phone.
• Use email for effective communication with customers.
• Stay updated on the latest information technology advancements in customer service management.
• Integrate information and benchmarking.
• Evaluate and analyze the customer experience.
• Improve the institution's reputation.

Program Modules

1. Introduction to Customer Service
2. Communication Skills
3. Customer Analysis: Know Your Customer
4. Calming Upset Customers
5. Customer Service Over the Phone
6. Customer Service Online
7. Time Management Strategies
8. Stress Management Strategies

Program Duration

The duration of this program is 15 training hours.

This course is designed for:

All sales professionals, sales managers, sales representatives, business owners, and anyone who wishes to enhance their skills in the field of sales.

Prerequisites for Enrollment:

1. The applicant must have a sincere and genuine commitment to standards of excellence.
2. The applicant must hold a higher education degree or a high school diploma or its equivalent.