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Course Overview
The International Business Training
Association CBP™ Customer Service training and Certification program is
aimed towards persons interested in learning the very essential basics in the
field of Customer Service. The course was developed with experienced Customer
Service gurus across the international business world. In this
certification program you will learn the meaning of Customer Service, understand
the importance of Customer Service, identify and describe the fundamental
communication skills required for Customer Service. This course culminates the
fundamentals and skills that every person in the field of Customer Services
should have.
The CBP™ Customer Service Certification provides
the foundation for quality customer service and focuses on building life-long
customer relationships by developing effective customer-care strategies.
The CBP™ Customer Service certification module
provides guidelines for emerging technologies such as Internet Chat.
Additionally, this module uses various hands-on and interactive scenarios to
develop the foundation customer care skills needed to provide excellence in
service.
Description
Upon completion of this course, you will possess the training and skills needed
to achieve the CBP™ Customer Service
certification. You will also develop the foundation skills needed to be a
successful customer service agent.
The CBP Professional™ Customer Service
manual covers the following topics:
·
Introduction to Customer Service
·
Customer Service: Communication Skills
·
Customer Analysis: Knowing your Customer
·
Calming Upset Customers
·
Telephone Customer Service
·
Internet Customer Service Skills
·
Time Management Strategies
·
Stress Management Strategies
Audience
This course is intended for professionals who are committed to surpassing
standards of excellence on all business levels where the function of customer
service is involved.
Prerequisites
This course requires that candidates meet the following prerequisites:
1.
The candidate must have a commitment to the
pursuit of excellence
2.
The candidate must have completed or be in the
process of completing a high school or secondary school diploma or similar
educational standards.
Course Duration
The standard duration of this course is 15 contact hours. Contact hours
scheduling may vary depending on ATP’s timetabling.
Certification Testing
This course helps you prepare for the following certification test:
·
CBP C20-507
Arrange to take the certification test for this course within six weeks of
acquiring the course materials, as exams are updated regularly in accordance
with current versions.
CBP™ Professionals that have completed the CBP™
Customer Service course have also registered for the following courses to
achieve the CBP Executive™ credential:
·
CBP™ Sales
·
CBP™
Leadership
·
CBP™
Business Etiquette
·
CBP™
Business Communication
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