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C O U R S E F E A T U R E S

Customer Service
(2 day Instructor-Led Course)

Course Overview
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.

Who Should Attend

This course is recommended for customer service professionals, service agents, front-line
workers, managers, supervisors and business professionals, who wish to specialize in the
customer service business segment.

Prerequisites
This course is designed for the student who has little or no experience.

Course Materials
Students will receive an official course manual for post class reference and review.

Certification Preparation
This module prepares candidates to sit the Certified Business Professional exam – C20-507

Follow-up Courses
Leadership
Sales
Business Etiquette and Professionalism
Business Communication

ibtalearning.com Copyright © International Business Training Association

3rd Edition
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Course Outline: CBP™ Customer Service

Module 1: Introduction to Customer Module 3: Customer Analysis:
Service Knowing your Customer
 What Is Customer Service?  Knowing Your Customer
 Developing a Customer-Centric  Customer Expectations
Mindset  Assertive Working Style - Results-
 Who Are Your Customers? Oriented
 Internal Customers  Analytical – Details-Oriented
 External Customers  Amiable – People-Oriented
 When & Where Does Customer  Dominant Behavioral Style
Service Take Place?  Determining Your Level of Service
 The Need for Customer Service
 Rewards and Penalties Module 4: Calming Upset
 What Does Customer Service Mean
to You? Customers
 Unpleasant Experiences
 Satisfying Experiences  What Makes Customers Upset?
 Developing a Customer Friendly  Avoiding Upsets
Attitude  What Can You Do to Avoid Upsets?
 Evaluation  5 Key Steps to Calming Upset
 Excitement is Contagious customers
▪ Accurately identify the problem
▪ Confirm the Customer’s Value
Module 2: Customer Service: ▪ Synchronize & Summarize
Communication Skills ▪ Conclude by Affirming the
Customer’s Value Again
 Developing Effective Communication ▪ Follow Up
Skills  What to Do When You Are Upset?
 Presenting a Professional Image
 Non-verbal Communication Skills Module 5: Telephone Customer
 Body Language
 Key Body Language Aspects Service
 Physical Distance
 Verbal Communication Skills  Mastering the Telephone
 Choice of Words  Answering the Telephone
 Tone of Voice  A Professional Greeting
 The Choice of Words  Active Listening
▪ May I  Putting Callers on Hold
▪ Please  Recommendations
▪ Thank You  Transferring a Call
 The Close  Taking a Message
 Being Positive  Voicemail
 Tone of Voice  Closing the Call
 Inflection
 Energy
 Volume
 Pace

ibtalearning.com Copyright © International Business Training Association

3rd Edition
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Course Outline: CBP™ Customer Service

Module 6: Internet Customer Skills Module 7: Time Management

Strategies

 The Internet Customer  Time Management

 Email  Taking Control of Your Time
 Email Communication Guidelines  Time Analysis: Task Identification
 Online Chat  Task Analysis
 Internet Customer Skills  Personal Suitability
 Scripted Responses  Efficiency
 Introduction  Task Analysis
 Placing a Chat on Hold  Task Prioritization
 Closing a Chat session  Relative Importance
 Websites  Time-frame
 SMS Text Message  Time Wasters
 Virtual Agents
 Screen Sharing Module 8: Stress Management
 Social Media Strategies
 Knowledgebase
 FAQ  Stress Management
 Auto responders  What is Stress?
 Customer Online Support  What Causes Stress?
 Stress Symptoms
 What Can Be Done to Manage or
Even Eliminate Stress?
▪ Do Something That You Love
▪ Don’t Feel Responsible to
Solve Every Situation
▪ Have a Hobby
▪ Rest, Take That Vacation
▪ Exercise
▪ Be Organized
▪ We All Make Mistakes
▪ Be Positive

ibtalearning.com Copyright © International Business Training Association

3rd Edition