Source: www.cbpcertify.com
Topic: Customer Service
Sort Desciption: www.cbpcertify.com International Business Training Association Copyright© IBTA 2004 Course Features Customer Service Series (2 day Instructor-Led Course) Course Overview The CBP™ Customer Service ...
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International Business Training Association
Copyright© IBTA 2004
Course
Features
Customer Service Series
(2 day Instructor-Led Course)
Course Overview
The CBPâ„¢ 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 CBPâ„¢ 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.
Who Should Attend
This course is recommended for customer service professionals, service agents, front-line workers, managers,
supervisors and business professionals, who wish to specialize in the customer service business segment.
Prerequisites
This course is designed for the student who has little or no experience.
What You Will Receive
Students will receive an official course manual for post class reference and review.
Certification Preparation
This module prepares candidates to sit the Certified Business Professional exam - C20-507
Follow-up Courses
É Leadership Series
É Sales Series
É Business Etiquette and Professionalism Series
É Business Communication Series
www.cbpcertify.com
International Business Training Association
Copyright© IBTA 2004
Course Outline: CBPâ„¢ Customer Service Series
Module 1: Introduction to Customer
Service
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What Is Customer Service?
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Developing a Customer-Centric Mindset
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Who Are Your Customers?
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Internal Customers
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External Customers
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When & Where Does Customer Service Take Place
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The Need For Customer Service
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Rewards
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Penalties
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What Does Customer Service Mean To You?
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Unpleasant Experiences
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Satisfying Experiences
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Developing A Customer Friendly Attitude
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Evaluation
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Exc ...
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