| Certified Customer Service
Professional 2-day training seminar, $1,495  |
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Overview
This course is designed to elevate customer service in an organization to the highest level. It is an engaging and highly interactive training workshop where you'll learn how to turn every customer contact into a lasting positive impression, regardless of who your customers or end users are (within the organization or outside).
The seminar will energize you to provide outstanding customer service. The course covers all the basics and will take you to the next level by demonstrating how to apply Super Service Principles. You'll also learn how to keep your customers coming back, create up-selling opportunities and generate word of mouth referrals.
Agenda
Module 1: Basics
Learn the principles of Emotional Intelligence and how they apply to providing excellent customer service. You'll also learn how accountability is the foundation of service excellence.
- Emotional intelligence
- Accountability
- Confidence
Module 2: Identify Customer Needs
Identifying the needs of customers is a skill that requires listening and probing. This module provides skill building in understanding how to identify customer needs.
- Customer needs
- Business impact
- Time frame
- Urgency
Module 3: Communication
This module helps participants enhance their active listening and communication skills.
- See/hear/touch communication
- Vocal elements
- Active listening skills
- First contact
- Placing a customer on hold
Module 4: Handling Difficult Customers
Although difficult behavior is the exception rather than the rule, learning how to handle difficult situations can turn a lost customer into one that keeps coming back. This module will help you identify difficult behaviors and give you sound strategies for getting positive outcomes.
- Types of difficult behavior
- Strategies for each type
- How to turn a negative into a positive
Module 5: Performance Measurement and Management
In this module you'll learn how to use the resources available within your organization to support you in providing the best service possible.
- Culture of service
- Root cause analysis
- Standard Operating Procedures
- Communication within the organization
- Role of metrics
- Escalation
- Service Level Agreements
Module 6: Super Service Principles (SSP's)
Learn about our Super Service Principles and witness the impact on your bottom line. Here's a sample of what will be covered:
- Break the rules to satisfy your customer
- Say yes as often as possible
- Check your attitude
- Know something specific about your customer Do things faster
- Exceed expectations by anticipating needs
- Adjust service based on circumstances
- Rescue botched service
- Simple things matter
Registration Fees and What's Included
The per student registration fee for this seminar is $1,495 and includes course manual, continental breakfast and refreshments each day, and an in-class exam administration on the last day. Successful candidates will earn their "CSP" certification.
Class begins at 8:30AM and ends at 5:00PM, each day. Business casual attire is appropriate.
To register, follow the "Book Now" link or please call (708) 246-0320
Seminar Schedule
| Oct 28-29 | San Francisco, CA | Four Seasons Silicon Valley
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| Dec 2-3 | San Francisco, CA | Four Seasons Silicon Valley
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| Jan 27-28, '09 | San Francisco, CA | Four Seasons Silicon Valley
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Click here to learn about
, dates & locations
Payment is due prior to the seminar. If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within two weeks following the seminar.
Cancellation Policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of 400. Or, you may transfer your registration to another member of your company at no additional charge. Registrants cancelling within fourteen days of the seminar will receive training credit, less administrative fees of $400 toward any other Resource Center seminar. In the unlikely event that a seminar must be cancelled, you will be notified at least one week prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.
Seminar agenda subject to
change.
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