Company Name: 1st Solutions Telephone: Fax: Cell Phone: Email: Norine1stSolutions.co.za Website:

Course Title:   CBP Customer Service

The CBP™ customer service certification provides the foundation for quality customer service and focuses on building life-long customer relationships by 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 Outlines

Module 1: Introduction to customer service

·  What is customer service
·  Developing a customer-centric mindset
·  Who are the customers
·  External customers
·  Internal 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: 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 3: 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
·  5 steps to calming upset customers
·  Accurately identify the problem
·  Confirm the customer’s value
·  Synchronize and summarize
·  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

Course Title 2 CBP Customer Service Classification Business -> Customer Service Course Requirements 1. The candidate must have a commitment to the pursuit of excellence 2. The candidate must have completed a high school or secondary school diploma or similar educational standards. Price R1495 excl VAT Notes Dates: 17 May 2011, 2 Aug 2011, 13 Oct 2011

Course Information Location Western Cape - Cape Town Course Type Part Time Day Start Dates 17 May 2011, 2 Aug 2011, 13 Oct 2011 Length of Course 1 Day Final Registration Date

Contact Details Name 1st Solutions Business Academy Phone +27 (021) 9147083 Email NorineBusinessAcademy.co.za