Customer Service Course in Dubai
The
CBP Certification Program
The
Certified Business Professional Program is an international industry credential
that validates and develops the business professional. The typical candidate is
a professional who is in pursuit of excellence and is committed to surpassing
all standards for the business professional. The CBP program establishes a
foundation-level, industry-neutral, certification for business professionals
enabling employers and the candidate to have a platform to develop the CBP for
targeted positions within corporations. The CBP also develops important
life-skills that transcend the work environment into many aspects of living.
The
workshops, lectures, simulations and hands-on sessions provide the training and
learning environment to maximize the candidate’s potential. The certification
examination measures the skills and knowledge learned from the program.
The
program was developed by industry-wide and cross platform job task analysis,
and by consultation with key industry representatives, to ensure the program’s
effectiveness and applicability. This ensures that the candidate is exposed to
functional business tasks and gains practical exposure to the work environment.
TABLE OF CONTENTS
Module 1:
Introduction to Customer Service
What is Customer
Service?
Developing
a Customer-Centric Mindset
Who are your
customers?
Internal
Customers
External
Customers
When and 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
Non-Verbal
Communication Skills
Body
Language
Key
Body Language Aspects
Verbal Communication
Skills
Choice
of Words
Tone
of Voice
Ten Choice of Words
May I
Please
Thank You
The Close
Being Positive
Tone of Voice
Inflection
Energy
Volume
Pace
Presenting a
Professional Image
Appearance
Dress
Grooming
Module 3: Customer
Analysis: Knowing Your Customer
Knowing Your Customer
Customer
Expectations
Assertive –
Result-Oriented
Analytical –
Detail-Oriented
Amiable –
People-Oriented
Dominant Behavioral
Style
Your Score
Module 4: Calming
Upset Customers
Calming Upset
Customers
What
makes Customers Upset?
Avoiding Upsets
What
Can You Do to Avoid Upsets?
5 Key Steps to Calming
Upset Customers
Step
1: Listen and let the customer express themselves
Step
2: Respond POSITIVELY, not negatively
Step
3: Empathize with the customer
Step
4: Determine a customer-acceptable solution to the problem
Step
5: Don’t forget to follow-up – Very important!
Calming Yourself
What to Do When You are Upset
Module 5: Telephone
Customer Service
Telephone Customer
Service
Mastering The
Telephone
Mastering
the Technology
Practice
Answering The
Telephone
Creating
a Positive First Impression
Professional
Greeting
Active Listening
Putting Callers on
Hold
Transferring a Call
Taking a Message
Voice Mail
Closing the Call
Module 6: Internet
Customer Service
Internet Customer
Service
The
Internet Customer
E-mail
Email Communication
Guidelines
Online Chat
Online Chat Guidelines
Online Chat – Scripted
Responses
Introduction
Placing
a Chat on Hold
Closing
a Chat Session
Additional Customer
Care Channels
Websites
Knowledgebase
FAQ
Auto
Responders
Customer
Online Support
Module 7: Time
Management Strategies
Time Management
Strategies
Time
Management
Taking Control of Your
Time
Time
Analysis: Task Identification
Task Analysis
Need
Personal Suitability
Efficiency
Task Prioritization
Relative Importance
Time Frame
Time Wasters
Module 8: Stress
Management Strategies
Stress Management
What
is Stress?
What Causes Stress?
Stress Symptoms
What Can Be Done To
Manage or Even Eliminate Stress?
Do Something That You Love
Don’t Feel Responsible For Solving
Every Situation
Have A Hobby
Rest, Take That Vacation
Exercise
Be Organized
We All Make Mistakes
Be Positive
Module 9:
Disability Etiquette
Disability Etiquette
Basic Disability
Etiquette Practices
Courtesies for
Wheelchair Users
Courtesies for Blind
or Visually Impaired
Courtesies for the
Deaf
People with Speech
Impairments
Module 10:
Multi-Cultural Challenges
Multi-Cultural
Etiquette
Examples of Cultural
Insensitivity
Cultural Differences
and their Effect on Business Etiquette
Cultural Highlight:
United Arab Emirates (UAE)
Cultural Highlight:
China
Cultural Highlight:
India
شركة تصميم مواقع
ردحذفشركة تسويق الكتروني
مصمم جرافيك
مصمم مواقع
مسوق الكتروني
تصميم مواقع
تسويق الكترونى
تصميم شعارات
دورة تسويق الكتروني
مصمم شعارات
مصمم محترف
مصم جرافيك محترف
مصمم مواقع محترف
مسوق الكتروني محترف