Duration: 08 Hours
CERTIFIED CUSTOMER CARE SERVICES PROFESSIONAL (CCCSP)
The CCCSP program equips professionals with the skills to deliver exceptional customer service, enhance customer satisfaction, and build strong client relationships. It focuses on communication, problem-solving, conflict resolution, and service excellence to drive customer loyalty and business success. Participants gain expertise in handling inquiries, managing complaints, and improving the overall customer experience.
CERTIFIED CUSTOMER CARE SERVICES PROFESSIONAL (CCCSP)
Course Modules
Module 1
Foundations of Customer Service
- • The Importance of Customer Service
- • Understanding Customer Needs
- • Building Customer Relationships
Module 2
Communication Skills for
Customer Service
- • Active Listening
- • Verbal Communication
- • Non-Verbal Communication
Module 3
Handling Customer Inquiries
- • Answering Questions Effectivel
- • Providing Information Clearly
- • Managing Customer Expectations
Module 4
Dealing with Difficult
Customers
- • Conflict Resolution
- • Managing Customer Complaints
- • Turning Negative Experiences into Positive Ones
Module 5
Customer Service
Channels
- • Phone Support
- • Email Support
- • Chat Support
Module 6
Customer Service Technology
- • CRM Systems
- • Help Desk Software
- • Social Media for Customer Service
Module 7
Customer Service Best Practices
- • Service Level Agreements (SLAS)
- • Customer Satisfaction Surveys
- • Continuous Improvement
Module 8
Building a Customer-Centric
Culture
- • Empowering Employees
- • Creating a Positive Work Environment
- • Recognizing and Rewarding Excellent Service
Module 9
Measuring Customer Service Performance
- • Key Performance Indicators (KPIs)
- • Data Analysis
- • Reporting and Insights
Module 10
Customer Service in a
Digital Age
- • Social Media Customer Service
- • Mobile Customer Service
- • AI and Chatbots
Module 11
The Customer Journey
- • Mapping the Customer Journey
- • Identifying Touchpoints
- • Optimizing the Customer Experience
Module 12
Customer Loyalty and Retention
- • Building Customer Loyalty
- • Customer Retention Strategies
- • Customer Advocacy
Module 13
Legal and Ethical Considerations in Customer Service
- • Data Privacy
- • Consumer Rights
- • Ethical Communication
Module 14
The Future of Customer Servic
- • Emerging Trends
- • Technological Advancements
