The CBP customer service certification module provides guidelines for emerging technologies such as internet chat. Additionally, this module uses various hands-on and interactive scenarios to develop the foundation customer care skills needed to provide excellence in service.

Module 1: Introduction to customer service
• What is customer service
• Developing a customer-centric mindset
• Who are the customers
• External customers
• Internal customers
• When and where does customer service take place
• The need for customer service
• Rewards
• Penalties
• What does customer service mean to you?
• Unpleasant experiences
• Satisfying experiences
• Developing a customer friendly attitude
• Evaluation
• Excitement is contagious

Module 2: Communication skills
• Developing effective communication skills
• Presenting a professional image
• Non-verbal communication skills
• Body language
• Key body language aspects
• Physical distance
• Verbal communication skills
• Choice of words
• Tone of voice
• The choice of words

Module: Knowing your customer
• Knowing your customer
• Customer expectations
• Assertive working style - results-oriented
• Analytical- details-oriented
• Amiable - people-oriented
• Dominant behavioural style
• Determining your level of services

Module 4: Calming upset customers

• What makes a customer upset
• Avoiding upsets
• What can you do avoid upsets
• Five steps to calming upset customers
• Accurately identify the problem
• Confirm the customer's value
• Synchronise and summarise
• What to do when you are upset

Module 5: Telephone customer service

• Mastering the telephone
• Answering the telephone
• A professional greeting
• Active listening
• Putting callers on hold
• Recommendations
• Transferring a call
• Taking a message
• Voice mail
• Closing the call

Module 6: Internet customer skills

• The internet customer
• E-mail communication guidelines
• Online chat
• Internet customer skills
• Scripted responses
• Introduction
• Placing a chat on hold
• Closing a chat session
• Websites
• Knowledge base
• Auto responders
• Customer online support

Module 7: Time management strategies

• Time management
• Taking control of your time
• Time analysis
• Personal suitability
• Efficiency
• Task efficiency
• Task importance
• Relative importance
• Time-frame
• Time wasters

Module 8: Stress management strategies

• Stress management
• What is stress?
• What causes stress?
• Stress symptoms
• What can be done to manage or even eliminate stress?
• Do something that you love
• Don't feel responsible to solve every situation
• Have a hobby
• Rest, take a vacation
• Exercise
• Be organised
• We all make mistakes
• Be positive

Venue

Date: 22 May 2008 to 23 May 2008
Location: Onsite Training Centre, Rosebank

Contact: Khetho
Company name: Onsite Training
Telephone number: +27 11 250 2507/074 225 4575
Email address khethom@onsitetraining.co.za

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