A highly interactive training course on

Certified Customer Service Professional

Coventry Academy -  Certified Customer Service Professional

Course Schedules

 10-14 Jun 2024
 04-08 Nov 2024

Training course overview

This highly-interactive training course will give you the tools, resources, and best practices you require to enhance customer relationships and promote customer service within your organisation. In today’s customer-oriented business environment, providing customer service management requires a combination of effective communication strategies, persuasion techniques, and conflict resolution skills.

Achieving customer service requires well–trained and motivated customer service professionals who have a passion for providing quality service. It gives an organisation a competitive advantage in the marketplace and keeps customers coming back.

This training course will feature:

  • Customer service management best practices and procedures
  • Effective communication and interpersonal skills development
  • Win-win negotiation principles, service recovery strategies, and conflict resolution skills
  • Customer service satisfaction measuring & monitoring standards for continuous improvement
  • Leadership development & team building techniques promoting customer service excellence

What are the goals?

By the end of the training course, participants will be able to:

  • Describe the best practices of a world-class customer service providers
  • Identify key components that promote customer retention and loyalty
  • Measure and monitor customer service satisfaction standards
  • Utilize nonverbal communication gestures to make positive first impression & build rapport
  • Use conflict resolution skills to work with difficult or demanding customers

Who is this training course for?

The training course is for Customer Service professionals who have a desire to enhance their communication, conflict resolution, and negotiation skill and is suitable to a wide range of professionals but will greatly benefit:

  • Customer Service Representatives (CSR)
  • Team Supervisors
  • Department Heads/Managers
  • Account Managers
  • Field Service Representatives

How will this training course be presented?

This training course will utillise a variety of proven adult learning techniques to ensure maximum understanding, comprehension and retention of the information presented. This includes delegate participation through a combination of group discussion, practical exercises, videos, role-play sessions, case studies, breakout sessions, and team building activities.

Delegates will utilize best practices and benchmarking to model world-class customer service excellence. The comprehensive course manual has been designed to be practical, easy to use, and facilitate learning.

Course Outline

Day One: Fundamentals of World-Class Customer Service Management
  • The benefits of providing world-class customer service
  • Does the 'customer experience' align with your organisation’s vision/mission statement?
  • Identifying internal and external customer expectations
  • How to use customer service to increase sales and customer satisfaction
  • Benchmarking the best and worst rated customer service providers
  • The WOW Factor: Going the Extra Mile to exceed customer expectations
Day Two: Effective Communication and People Skills Development
  • Body language: How to read your customer like a book
  • Managing the four customer personality types
  • Questioning techniques and active listening skills to improve communication effectiveness
  • How to determine a customer’s “preferred learning style”
  • Dos and don't s of written communication
  • Keys to effective telephone and voice mail communication
Day Three: Leading the Way to Customer Service Excellence
  • The benefits of teamwork and mutual cooperation
  • Team building and leadership exercise
  • The role of the supervisor during service recovery
  • Empowering employees to better serve their customers
  • The most admired leadership traits
  • Motivating employees to improve performance
Day Four: Measuring and Monitoring Customer Service Satisfaction
  • Establishing customer service satisfaction measuring and monitoring standards
  • Best practices for recording and monitoring customer service issues
  • The art of giving and receiving constructive feedback
  • Negotiating win-win outcomes
  • Managing emotions during stressful situations
  • Service recovery strategies for working with difficult customers
Day Five: Action Planning for Improving Customer Service Management
  • What is your Action Plan?
  • Your attitude makes a difference
  • Stress management tips for maintaining peak performance
  • Time management strategies to maximize daily productivity
  • Setting SMART goals for continuous customer service improvement
  • End of course review


Coventry Academy PDC

The certificate

  • Coventry Academy Certificate of Attendance will be provided to delegates who attend and complete the course
  • Delegates who fully attend this course, and successfully pass the CAPDC assessment, will receive a certificate from Coventry Academy Professional Certification (CAPC)® 

Coventry Academy
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