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Certified Customer Service Professional (CCSP)

via OpenLearning

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Details

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Provider

OpenLearning
Pricing

Paid Course
Languages

English
Certificate

Certificate Available
Sessions

Self-Paced
Level

Beginner

Found in

Overview

Master AI & Machine Learning for 50% Off

Go under the hood of AI — neural networks, real-world applications & more. Designed by UNSW experts.

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This course introduces the foundations of exceptional customer service, covering empathetic communication, complaint handling, challenging interactions, customer feedback, service technologies, teamwork, cultural sensitivity, and performance metrics.

Syllabus

The foundations of exceptional customer service and its significance in today's competitive business landscape.
Techniques to identify and exceed customer needs and expectations through active listening and empathy.
Effective communication skills for conveying information, resolving issues, and handling inquiries professionally.
Strategies for developing a customer-friendly attitude, fostering positivity, patience, and resilience.
Skills for managing challenging customer interactions and turning them into positive experiences.
Techniques for building strong rapport with customers through active listening and empathy.
Strategies for addressing customer complaints professionally and efficiently.
How to solicit and handle customer feedback to enhance your offerings continually.
The latest technological advancements in customer service, including chatbots and CRM systems.
Practical time management tips for attending to customer inquiries promptly.
Fostering teamwork and effective communication within a customer service team.
Navigating global customer service considerations, including cultural sensitivity and international service standards.
Key performance metrics analysis, including customer satisfaction scores and net promoter scores, for continuous improvement and exceptional customer service delivery.