Certified Business Professional in Customer Service

Day 1:

• Clarification of fundamental concepts in customer service.

• What is customer service?

• The importance of customer service for business success.

• Professional standards in customer service.

• The importance of understanding the customer and analyzing their needs.

Day 2:

• Improving communication and interaction with customers.

• Communication methods with customers.

• Enhancing the ability to listen effectively and understand customer needs.

• Learning non-verbal and verbal communication.

Day 3:

• Complaint and problem management and resolution.

• Effectively dealing with complaints and problems:

  • Responding quickly and accurately to complaints and confirming their receipt.

  • Identifying the cause of the complaint and working on resolving the issue as quickly as possible.

  • Apologizing for any delays or customer dissatisfaction, presenting appropriate and convincing solutions.

  • Confirming the resolution with the customer and ensuring their satisfaction.

  • Documenting the complaint and the actions taken to resolve the issue for future reference.

Day 4:

• Learning problem analysis and solution presentation:

  • Precisely identifying the problem's causes and analyzing them in detail.

  • Preparing a list of possible solutions to the problem.

  • Selecting the most suitable and appropriate solution for the problem.

  • Applying the solution and monitoring its results to ensure its success and effectiveness.

Day 5:

• Improving problem-solving skills effectively and identifying resources:

  • Continuously developing problem-solving skills through training and learning.

  • Finding assistance resources and directing customers to them if the company cannot resolve the problem.

  • Providing in-house resources to address potential issues, such as user guides or technical support or customer service.