About This Course
Becoming the customer service superstar is a step-by-step guide on how to become the most efficient customer service employee or professional for your organization and customers.
Certification Course “Becoming the customer service SUPERSTAR“ is a simple personal development course with realistic tips and techniques on how you can improve your customer service and customer experience that you offer and also enhance your customer service skills. It discusses the topics that create negative impressions for customers and teaches you how to overcome them. In short, your customer service management would improve. Students can request for their Certificate in Basic Customer Service from the Institute of Customer Service Professionals in addition to the WAACSP (West African Association of Customer Service Professionals) annual membership certificate provided.
- ICSP Certificate (After completing Part 1 & 2).
- WAACSP Certificate and Annual Membership (After completing Part 1 & 2).
- There are no requirements to take this course except that you need to have a positive attitude and the willingness to learn and use the suggested techniques.
- Anyone interested in developing and enhancing their customer service skills and behaviour.
- Anyone who is a frontline or back-office staff.
- Anyone who wants to gain knowledge in customer service.
- Anyone who wants to enhance their customer’s experience.
- Anybody who works in a customer service management role.
Pre Training Evaluation
Pre Training Questionnaire
Module 1.1 – Intro
Module 1.2 – Patience
Module 1.3 – Attentiveness
Module 1.4 – Clear Communication
Module 1.5 – Time Management Skills
Module 1.6 – Persuasive Skills
Module 1.7 – Ability To Read Customers
Module 1.8 – Conflict Resolutions Skills
Module 1.9 – Selling Skills
Module 1.10 – Empathy
Module 1.11 – Closing
Module 2 – Look and Feel
Module 3 – Knowledgeability
Module 4 – Attitude
Module 5 – Processes, Procedures & Standards
Module 6 – Sales Techniques
Yvonne Ohui MacCarthy
It was a wonderful experience with an adept instructor. A very insightful course that has really broadened my horizon. Kudos ICSP!
Very important lessons for all employees of an institution as they are all projecting the image of thier institution. I recommend to all individuals who interact with people. Going on to part 2. Great diction.
This should be a MUST-TAKE course for all workers, because at the end of the day, every employee must exhibit some customer service skills in their roles, be it towards their internal or external audience.
It was as expected and worthwhile! I surely will recommend this course to all Customer Service practitioners.
Gives you a general overview of customer service tenets in an easy to understand structure. Enrolling for Part 2.
I enjoyed the course, the lecturer was so clear and gave more details about each module. I have gained more knowledge about how to treat a customer and always be patient with them no matter how bad my day looks. I will recommend this course to everyone because it's very educative and interesting.
The modules are straight to point and explained well. I like how the lecturer sounds. Diction on point and presentations sound professional and exciting. This course has actually enlightened my knowledge in customer service. Because, most of the topics treated are areas we often ignore when serving customers in our various work place.