Customer Service Professional

Why Attend

This certified five-day course covers most subjects required by anyone interacting directly with internal or external customers. The course tackles the most appropriate behavior and communication with customers and the tools and techniques used to analyze the level of service and improve it to ensure customer delight. The course also allows participants to show they’ve learned the concepts by passing a test. If they do, they’ll get the highly sought-after Meirc Professional Certificate (MPC) in addition to the regular certificate of attendance. The course is ISM-endorsed for high-quality adherence.

Course Registration

Course Methodology This course uses interactive techniques like brief presentations by the consultant and questions, both written and oral, case studies, role-plays, exercises, and more. Course Objectives By the end of the 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

Target Audience Managers, supervisors, customer service staff, and staff in departments who deal directly with external customers or whose job is to support other entities or employees inside the organization. Target Competencies

Communicating with customers
Customer-centricity
Emotional control
Empathy
Adaptability and flexibility
Perceptiveness
Resilience

Customer Service: Highlights and Foundations

Customer service in the 21st century
Customer service definitions
The service dimensions matrix
Building a service mindset
Achieving customer service excellence

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
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

Customer Empathy and Research

Enhancing customer empathy
- Definition of customer empathy
- The customer empathy map
Deepening customer research
- Creating a customer persona
- Measuring customer satisfaction

Customer Service Success Practices

Identifying personality strengths and weaknesses
- DiSC® personality development profile
The virtual customer service professional
- Definition of virtual customer service
- Virtual customer service tools and benefits

Customer Service Professional

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