Customer Service - Certified Business Professional (CBP)

Delivering outstanding customer service is essential for building trust, loyalty, and long-term business success. This course introduces the core principles of effective customer service, equipping participants with the skills needed to communicate confidently, handle customer interactions professionally, and create positive service experiences across all touchpoints.

Course Overview

This programme equips participants with the essential principles of delivering exceptional customer service, with a strong emphasis on creating lasting customer relationships. It explores practical customer care techniques and introduces modern service channels, including digital communication platforms such as online chat. Through engaging activities, real-world scenarios, and interactive exercises, learners will build the core skills required to consistently provide high-quality service and enhance the overall customer experience.

Course Overview

Duration

12 hours total. Training can be scheduled as two 6-hour sessions over two days for added flexibility.

Delivery Method

Training can be tailored to suit your preferred schedule and is available either virtually or on-site at your premises, facilitated by an experienced trainer. You may also choose to attend a scheduled virtual public session by selecting the “Register Now” option.

Who Is This Course For?

This course is ideal for individuals involved in customer interactions, including service representatives, front-line staff, supervisors, managers, and professionals seeking to strengthen their customer service capabilities.

Prerequisites

No prior experience is required. This course is suitable for beginners as well as those looking to refresh their foundational skills.

Cost

R4 400.00 Per Learner

Course Content

Fundamentals of Customer Service

Understanding the concept of customer service
Building a customer-focused approach
Identifying different types of customers
- External customers
- Internal customers
Recognising when and where service occurs
The importance of delivering excellent service
Benefits of good service vs consequences of poor service
Reflecting on personal service experiences
- Negative interactions
- Positive interactions
Developing a service-oriented mindset
Self-assessment and evaluation
Creating enthusiasm in customer interactions

Communication Skills for Service Excellence

Strengthening communication techniques
Maintaining a professional image
Non-verbal communication
- Body language awareness
- Key non-verbal signals
- Personal space considerations
Verbal communication
- Word choice and clarity
- Tone and delivery

Understanding Customer Needs

Planning for customer interactions
Identifying customer expectations
Recognising different personality and behaviour styles:
- Results-driven (assertive)
- Detail-focused (analytical)
- Relationship-focused (amiable)
- Direct and controlling (dominant)
Adapting service delivery to suit customer preferences

Managing Difficult Customer Situations

Common causes of customer dissatisfaction
Preventing service-related issues
Practical techniques to minimise conflict
A structured approach to handling upset customers:
- Identifying the issue clearly
- Acknowledging customer importance
- Aligning and summarising concerns
Managing your own emotions during challenging interactions

Telephone Customer Service Skills

Best practices for handling calls
Answering calls professionally
Delivering effective greetings
Active listening techniques
Managing hold situations
Call transfers and message-taking
Using voicemail effectively
Ending calls on a positive note

Digital and Online Customer Service

Understanding the online customer experience
Email communication best practices
Live chat engagement techniques
Using prepared responses effectively
Managing chat interactions (including holds and closures)
Supporting customers through websites and knowledge bases
Automated responses and online support tools

Time Management for Customer Service Professionals

Principles of effective time management
Taking control of daily schedules
Analysing how time is spent
Improving productivity and efficiency
Prioritising tasks based on importance and urgency
Identifying and reducing time-wasting activities

Stress Management in Customer-Facing Roles

Understanding stress and its impact
Identifying common stress triggers
Recognising signs and symptoms of stress
Practical ways to manage and reduce stress:
- Engaging in enjoyable activities
- Setting realistic responsibilities
- Maintaining hobbies
- Taking breaks and time off
- Staying physically active
- Keeping organised
Accepting and learning from mistakes