Certified Business Professional in Customer Service CBP

3 Days | 3 Hours | In Person

1600SAR

Certified Business Professional in Customer Service CBP:

Improving skills and methods of working with clients. The program involves guiding teams and employees to provide high-quality and effective customer service, whether that is through phone calls, online chat, or social media.

Course objectives:

  • Achieve a positive customer experience by providing outstanding service that meets their needs and exceeds their expectations.
  • Improve customer satisfaction and brand loyalty by providing exceptional customer service.
  • Provide customers with the necessary technical support and resolve their issues quickly and effectively.
  • Build strong customer relationships based on trust and mutual respect, leading to long-term loyalty.
  • Improve business efficiency by developing customer service processes and directing teams to efficiently achieve goals.

the Axes:

Unit 1: Analyze needs and assess the current situation:
  • Analyze customer needs and expectations.
  • Evaluate the current service quality and competitors in the market.
  • Identify areas that need improvement in customer service.
Unit 2: Developing team skills:
  • Provide training and coaching to the customer service team.
  • Develop effective communication and listening skills to meet customer needs.
  • Training in problem solving techniques and dealing with difficult customers.
Unit 3: Optimizing Service Processes:
  • Develop and streamline internal processes to improve the customer experience.
  • Organize customer communication processes more effectively and efficiently.
  • Develop a system to continuously track and monitor service delivery and customer response.
Unit 4: Provide training and coaching:
  • Provide ongoing training to customer service staff on the latest methods and techniques.
  • Provide guidance and feedback to improve employee performance and develop their skills.
  • Organize individual and group sessions to exchange experiences and expertise among team members.
Unit 5: Performance measurement and data analysis:
  • Evaluate customer service performance periodically and continuously.
  • Use customer data and reports to analyze performance and identify areas for improvement.
  • Provide regular and frequent reports to management on customer service performance and trends.
Unit 6: Improving Customer Experience and Satisfaction:
  • Develop strategies to improve customer experience and satisfaction.
  • Implement changes and improvements based on data analysis and customer feedback.
  • Develop programs to increase brand loyalty and generate more repeat business.

Target group :

  • Customer service representatives.
  • Marketing and sales staff.
  • Department managers and supervisors.
  • All employees who have a desire for excellence on a professional and personal level.
  • Professionals who aspire to the highest standards of excellence in the field of customer service.
  • Call center and reception staff.
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