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Certificate in Professional Customer Service (CPCS)

 

(Course Code: 21C05127-6)

 

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For schedule & registration, please click here

   

This programme has been registered in the list of CEF reimbursable programmes. Application for CEF has to be made before commencement of the programme. Details can be found at http://www.sfaa.gov.hk/cef/

   

 

Step to Apply CEF

 

 

Step to Apply PIC

   

Overview & Objectivee
This course will equip the participants with effective customer handling techniques and Customer Service Best Practices. Participants will learn proactive problem resolution, escalation procedures, and the foundations of Customer Service skills through a four-day complete program.

This course facilitates participants’ systematic measurement of required skills and mindset so that proper development plans can be established accordingly.

Course Discussions and Exercise
Stimulating exercises, video case studies, and Micro Analysis are provided throughout the session, allowing participants to sharpen their problem solving techniques and to improve their Customer Service skills and mindset. This course is designed to accommodate a broad range of customer service and fulfillment environments.

Certification Procedures
To achieve the certification, participants should attend the four-day training, complete an online exam and a verbal exam.

Each participant has 1 month from the course date to complete the online exam. It takes approximately 1 hour. All exams are on pass / fail basis.

As each participant is unique with the strength and weaknesses, the verbal exam also provides a “one-to-one” coaching environment to the participants. The key benefits are to ensure that each participant will be able to apply the skills learned and to have a changed behaviour and attitude.

Who Should Attend
Managers, Supervisors, Team Leaders, Officers and Executives of Contact Centers/Customer Services and people who would like to learn more and join the Contact Center/Customer Service industry. Prior knowledge of Customer Support Center is an advantage but not essential.

Entry requirements
HKCEE 5 subject passes, including English Language and Mathematics
with 2 years business related experience; OR - Aged 21 or above with 2 years experience in business related field; OR - A recognized degree; OR - Holding the managerial position

Course Outline

The Value and Function of a Customer Service
• The changing role of your Customer Service Professional
• The Value of a Customer Contact and Effective Contact Management

Communication Skills
• Skills and Characteristics of Communication
• Telephone Skills
• Active Listening Skills
• Questioning Techniques

 

Customer Service Best Practice
• How to do more with saying less
• How to manage customer expectation
• How to impress the customer with proactive service

Customer Service Skills
• Understand the importance of customer retention and link to profitability
• Service Level Agreement
• Exceeding Customer Expectations

Managing Complaints and Difficult Customers
• How to maintain customer service when you have to say “no”
• Impact of Complaints to staff, business and customers
• Positive Attitude to Complaint
• Displaying Empathy
• Strategies to Handle Difficult Customers
• Steps for Effective Complaint Handling

Stress Management
• Stress & emotion management and techniques
• Strategies to reduce or eliminate sources of stress

Effective Telemarketing & Consultative Selling Techniques
• Benefits of Telemarketing
• Identifying Needs
• Selling Solutions
• FAB, USP, AIDA
• Closing
• Do’s and Don’ts of Selling

Objection Handling
• What are the Common Objections
• The Hidden Message of Objections
• Strategies to Handle Objections

World Class Customer Service Mindset
• Foundation of a World Class Customer Service
• Developing a World Class Customer Service Center Framework

Customer Service Programm
• Customer Satisfaction and Loyalty
• Tips of Customer Service Initiatives

Problem Solving
• Investigation & Problem Solving
• Root Cause Analysis
• Tools and Techniques

Time Management
• Problem Solving Identify Time Demand
• Practical Ways to effective time management
• Techniques for Time Management
• Overcome Overtime

     
   

For schedule & registration, please click here