Certified Service Delivery Professionals
Addressing 4 Major competencies in one qualification.(5 Certificates in one Bundle)

Next Batch starts Saturday 8th August 2015
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1. Certified Service Delivery Professional
2. Essential Skills in Customer Service Excellence

CCSP Service Excellence Training program, enhances employee professionalism and leads to customer happiness.
Agents will transform knowledge into action using the practice exercises, job aids and learning tool kits that accompany each unit.
This learning intervention program will:
• Increase customer satisfaction through agents who are thoroughly trained in how to exceed service standards
• Enhance customer satisfaction and retention as agents better understand their contribution to the organization bottom line.
• Enhance representative skills for customer loyalty and repeat purchase
• Increase staff productivity and organization return on investment

Key Learning Outcomes

• Customer Service Concepts and Principles
• Service Policies, Processes and Procedures
• Understanding Customer's needs and Expectations
• Communications and Connecting with Customers
• Complaints Management and Conflict Resolutions
• Customer experience and relationship Management
• Customer Service Teams and team motivation.

3. Essential Skills in Call Centre Excellence
It is very essential to ensure that call centre representatives have a good knowledge of the contact centre principles, concepts, terms and customers expectation prior to their commencement. This training session is build to create a professional awareness of the organisational expectation and an appreciation of the contact industry standards to your agents. We recommend this course as part of the first trainings for your agents.

Key Learning Outcomes
• Effective Telephonic skills & Etiquette
-Opening a telephone discussion and an appropriate meet and Greet strategy
-Professional Phone Manners/etiquettes “dos and don’ts “
-Techniques for Listening and Acknowledging customers on multi channels (Phone, Emails)
• Trouble-shooting and effective questioning techniques
• Emotive Communication, Diction, Voice Grooming and simulations
• Techniques for self and stress management
• Agent productivity and performance
o Performance indicators and Agreements
o Skills for controlling the Call and managing call handling times
o Gathering information within the call: Taking notes during a call
o From Service call to Sales call
• Team Skills and motivation

4. Social Media Customer Experience Management
Businesses have moved online. Social Media Networks were a novelty few years ago but today, their importance is no longer debated especially in businesses. Businesses taking care of customers through social media, is becoming the new, critical channel to drive satisfaction and loyalty.Social media is opening a back door into customer service; If customer support is done right, it can generate more positive sentiment than overall brand sentiment.


Key Learning Outcomes:

• An Appreciation of the Concept of Social Media
• Understanding the relevance of Social Media in the current economy
• Why Social Media matters
• Identifying the different social media platforms
• Gain knowledge of the different users of the social media
• Appreciate the different activities carried out on the social media
• Linking two Concepts: Social Media and Customer Experience Management
• Acquire the skills to service customers on the social media
• Case studies of top companies who have leveraged on the social media.




5. Emotional Intelligence (Feelings for Professionals – USA)

The feelings that customers and others have about your organization and about each employee personally, has a direct impact on the bottom line.Quality service is what sets one organization apart from another.
This program designed by the world number one customer service guru and founder of Service Quality Institute, John Tschohl, will help professionals;

• Deliver quality service to their customers.
• Provide methods on how to satisfy the needs of the demanding customer.
• Offer techniques on how to relate better with co-workers.
• Open line of communication with supervisors and team leads.
• Improve on their attitude and frame of mind.
• Feel more confident about themselves and their abilities.

Key Learning Outcomes

• Impact of feelings in decision making processes
• Feeling good about ourselves
• Respect and customer's feelings
• impact of feelings on Quality of service
• Language of Positive Communication
• Complaint Management
• Service Recovery



CONTACT US
customerservice@ccsponline.net
www.ccsponline.net

(234) 8064835757; (234) 8032253999