..right ideas for the right solution at the right price.
Customer Service Certification Program
This program is offered to all corporate employees who wish to receive their certification in "Customer Service". Managers may also nominate exceptional employees in their department to be "Ambassadors" of customer service.
The Customer Service Certification Program consists of five (5) courses. Four (4) required and choice of one (1) elective:
- Achieving Service Excellence (required)
- Service recovery (required)
- Dealing with Difficult People (required)
- Communicating with customers (required)
- Turning Stress into High Performance (elective)
- Effective Negotiations (elective)
ACHIEVING SERVICE EXCELLENCE (Required)
This program is designed to give employees a clear understanding of how organization can impact their clients' and customers' experiences.
For this course, the learning outcomes will include but not restricted to:
- Gaining understanding about organization's mission, vision and shared values
- Identifying internal and external "customers"
- Identifying "moments of truth"
- Knowing what effective customer service looks like
- Gaining understanding about client privacy and confidentiality
- Addressing service successes and failures
SERVICE RECOVERY: MAKING WHAT WENT WRONG RIGHT (Required)
Exceeding customers' expectations is critical in today's service oriented environment. Whether you interact with internal and or external customers, providing top-notch service is the key to success. However, even with great service, occasionally, things can go wrong. To the customers, the true test of great customer service is the way their problem is resolved. Service recovery is a focused effort to return aggrieved customers to a state of satisfaction.
For this course, the learning outcomes will include knowing how to:
- Identify situations where service recovery efforts are needed
- Develop strategies and tactics to regain service excellence
- Implement the MCS service recovery process
- Evaluate the effectiveness of the service recovery process
DEALING WITH DIFFICULT PEOPLE (Required)
This program provides learners' with the tools to deal effectively with difficult people. Individuals will learn skills applicable to both professional and personal life.
At the end of the class you will be able to:
- Identify why clients may be upset
- Manage difficult people
- Communicate effective verbal and non-verbal communication techniques
- Maintain service excellence.
- Gain understanding about the other person's point of view.
COMMUNICATING WITH CUSTOMERS (Required)
The focus of this program is to provide employees with tools and techniques that will improve their communication skills when dealing with customers.
The participants should expect learning outcomes such as:
- Build an instant rapport with callers
- Establish new ways to communicate more effectively.
- Project a professional image
- Deal with complaints and angry customers
- Screen calls and take messages
- Use active listening techniques
TURNING STRESS INTO HIGH PERFORMANCE (Elective)
If managed, stress is constructive and may serve to motivate. This program will enable participants to manage stress effectively
At the end of the class you will be able to:
- Survey stressful events in your life
- Learn tolerance techniques to better deal with stressful events
- Learn stamina techniques -short and long term- to increase physical energy and mental clarity to better deal with stressful events
- Solve problems that interfere with performance
EFFECTIVE NEGOTIATIONS (Elective)
The "Art" of negotiation involves working out problems and building towards resolution. Participant completing this program will have skills that are useful on a daily basis. Such as maintaining composure, defusing anger and hostility, finding out what the other side really wants and creating a "win-win" situation
The learning outcomes for this course will include:
- Gaining insight into the power of commitment and vision in achieving customer satisfaction goals
- Learning "Getting-Past-No" negotiation skills model
