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Certified Customer Service Professional

Why Choose this Training Course

Leading organisations in today’s generation place unprecedented demands on satisfying customers, whether they are for public, private or not-for-profit organisations. The Covid-19 pandemic exposed weaknesses in existing global systems. It highlighted a mix of economic and social inequalities, which together with the mounting climate crisis, pose new challenges for customer satifaction.

Customer service has evolved as one of the leading differentiators which consumers consider before making a purchase. Recent research suggests that providing excellent customer experiences will be even more important than cost by the year 2021. Many organizations are unaware that there are problems with their customer service. It was recently discovered that about 75% of organizations think they provide excellent customer service. The shocking result is that more than half of their customers do not feel that way

This IEMA training course will feature:

  • Adopting the skills and techniques that routinely deliver positive customer experiences
  • Maximizing the value of your customer interactions
  • Providing exceptional customer service that achieves results and gets noticed
  • Dealing effectively with difficult customers and turn complaints into opportunities
  • Contributing to a customer-centric culture and achieve greater personal growth and customer satisfaction
  • Demonstrating a positive, confident and professional approach with internal and external customers

    • What are the Goals?

    By the end of this IEMA training course, participants will be able to:

  • Increase customer satisfaction
  • Reduce cost per contact
  • Improve employee skill and satisfaction
  • Improve agent happiness and advocacy
  • Improve turnaround time - Average handle time
  • Reduce customer wait time
  • Increasing customer loyalty
  • Humanize customer experience
  • Increase the quality of customer service responses

    • Who is this Training Course for?

    This IEMA training course will benefit professionals holding junior, intermediate and senior roles who want to understand customer service. The course will give them the understanding and skills in overall customer satisfaction

    This IEMA training course is suitable to a wide range of professionals but will greatly benefit:

  • Senior leaders who wants to learn to engage customers at an advanced level
  • Senior staff who want to develop their customer relation skill
  • Managers seeking a renewed understanding in approaching customer needs
  • Junior staff seeking to satisfy company clients

    • How will this Training Course be Presented?

    This IEMA training course will utilise a variety of proven adult learning techniques to ensure maximum understanding, comprehension and retention of the information presented. This includes highly interactive activities, case studies and discussions encouraging delegates to think deeply about the topics and share their thinking. The skill sets developed will add value to employees, managers and leaders alike.

    The Course Content

    DAY ONE: WHO WE ARE AND WHAT WE DO

    INTRODUCTION
  • Who Are Customers? (internal/external)
  • What is Customer Service?
  • Who Are Customer Service Providers?

    • ESTABLISHING YOUR ATTITUDE

  • Appearance Counts!
  • The Power of a Smile
  • Staying Energized
  • Staying Positive

    • IDENTIFYING AND ADDRESSING THEIR NEEDS

  • Understanding the Customer's Problem
  • Staying Outside the Box
  • Meeting Basic Needs
  • Following Up
  • Addressing Complaints
  • Turning Difficult Customers Around

    • DAY TWO: IN PERSON CUSTOMER SERVICE

  • Dealing With At-Your-Desk Requests
  • The Advantages and Disadvantages of In-Person Communication
  • Using Body Language to Your Advantage

    • GIVING CUSTOMER SERVICE OVER THE PHONE

  • The Advantages and Disadvantages of Telephone Communication
  • Telephone Etiquette
  • Tips and Tricks

    • GIVING CUSTOMER SERVICE OVER THE PHONE

  • The Advantages and Disadvantages of Electronic Communication
  • Understanding Netiquette
  • Tips and Tricks
  • Examples: Chat or E-mail

    • DAY THREE: RECOVERING DIFFICULT CUSTOMERS

  • De-Escalating Anger
  • Establishing Common Ground
  • Setting Your Limits
  • Managing Your Own Emotions

    • UNDERSTANDING WHEN TO ESCALATE

  • Dealing with Vulgarity
  • Coping with Insults
  • Dealing with Legal and Physical Threats

    • TEN THINGS YOU CAN DO TO WOW EVERY TIME -- WRAPPING UP

  • Ten Tips
  • Words from the Wise
  • Lessons Learned
  • Completion of Action Plans and Evaluations

    • The Certificate

    IEMA Customer Service Certificate for delegates who attend and complete the training course

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