Course Overview

The CBP™ Customer Service Certification provides the foundation for quality customer service and focuses on building life-long customer relationships by developing effective customer-care strategies. 

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.

Course Content

Module 1: Introduction to Customer Service

• What is Customer Service?

• Developing a Customer-Centric Mindset

• Who are your Customers?

• Internal Customers

• External Customers

• When & 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: Customer Service: 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

• May I

• Please

• Thank you

• The Close

• Being Positive

• Tone of Voice

• Inflection

• Energy

• Volume

• Pace

Module 3: Customer Analysis: Knowing your Customer

• Knowing your Customer

• Customer Expectations

• Assertive Working Style – Results-Oriented

• Analytical – Details-Oriented

• Amiable – People-Oriented

• Dominant Behavioral Style

• Determining Your Level of Service

Module 4: Calming Upset Customers

• What Makes Customers Upset?

• Avoiding Upsets

• What Can You Do To Avoid Upsets?

• 5 Key Steps to Calming Upset customers

• Accurately identify the Problem

• Confirm The Customer’s Value

• Synchronize & Summarize

• Conclude by Affirming the Customer’s Value Again

• 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

• E-mail Communication Guidelines

• Online Chat

• Internet Customer Skills

• Scripted Responses

• Introduction

• Placing a Chat on Hold

• Closing a Chat Session

• Websites

• Knowledgebase

• FAQ

• Auto Responders

• Customer Online Support

Module 7: Time Management Strategies

• Time Management

• Taking Control of Your Time

• Time Analysis: Task Identification

• Task Analysis

• Personal Suitability

• Efficiency

• Task Analysis

• Task Prioritization

• 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 Organized

• We All Make Mistakes

• Be Positive