Kuala Lumpur, 28-30 October- Certified Customer Service Perfomance Professional

In a highly competitive market, the quality of the organization’s customer service will determine customers’ satisfaction, loyalty, increase the chances of them becoming advocates of the company and generate future revenue. This training course focuses on the entities, essentials, enablers and evaluation tools involved in a performant customer service.

The course’s approach to customer service is unique, as it includes the performance management dimension. Participants will not only understand the important role played by all the entities involved in the process, but they will also become familiar with the implementation phases of a customer service performance management architecture. Furthermore, they will be provided with the necessary tools and channels to enhance performance and measure its impact, both internally and externally.

5 Benefits 

• Attain a standardized approach for your services’ performance by implementing a customer service performance strategy and system;
• Acquire a high level of versatility that enables you to react and deal with a vast range of scenarios when working with and for the customers;
• Gain competitive advantage by capitalizing on good case practices and learning from worldwide customer service best practices;
• Improve your ability to evaluate your external and internal customers’ satisfaction and take into account their feedback, in order to ensure continuous improvement;
• Get professional recognition of your customer service knowledge and skills through a Certification granted by The KPI Institute.

Learning objectives 

• Understand how to implement a customer service performance culture, strategy and working system in your organization;
• Develop the channels and tools needed to sustain customer service performance;
• Create a systems thinking in customer service performance management;
• Learn how to fulfill your internal and external customers’ needs and expectations;
• Practice and improve the competencies required in different customer service settings: face-to-face, over the phone and difficult customers’ handling.

Evaluation 

The certification process is finalized when completing all stages of the learning experience. You will receive a:

• Certificate of Completion: after completing pre-course activities and passing the Certification Exam;
• Certificate of Attendance: after participating at the three days of on-site training course;
• Certified Customer Service Performance Professional diploma: after you have successfully completed all of the three stages of the learning experience.

We strongly advise you to ensure that you will receive your Certified KPI Professional title, as this certifies the skills and knowledge related to performance measurement field.