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CBP - Customer Service

Maintain a good relationship with your clients!

The CBP customer service certification provides the foundation for quality customer service. It focuses on building life long customer relationships by effective customer care strategies.

This module uses various hands-on and interactive scenarios to develop the foundation customer care skills needed to provide excellence in service.

CBP - Customer Service course offered at MasterGrade.

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. The course is designed for the student who has little or no experience.

CBP - Customer Service

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

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

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

Calming upset customers

  • What makes a customer upset
  • Avoiding upsets
  • What can you do to 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

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

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 responder
  • Customer online support

Time management strategies

  • Time management
  • Taking control of your time
  • Time analysis
  • Personal suitability
  • Efficiency
  • Task efficiency
  • Task importance
  • Relative importance
  • Time-frame
  • Time wasters

Stress management strategies

  • Stress management
  • What is stress?
  • What causes stress?
  • Stress symptoms
  • What can be done to manage or even eliminatestress?
  • 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


Learning Materials:

What course next:

1 day

All included

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Course Content
Customer Service

   • Introduction to customer service
   • Communication skills
   • Knowing your customer
   • Calming upset customers
   • Telephone customer service
   • Internet customer skills
   • Time management strategies
   • Stress management strategies


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