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.
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
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.
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.
The standard duration of this course is 15 contact hours. Contact hours
scheduling may vary depending on ATP’s timetabling.
This course helps you prepare for the following certification test:
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™