Certified Business Professional - Customer Service

Course Overview

The International Business Training AssociationCBP™ 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 theinternational businessworld. 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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