(CSQ) The Essentials of Customer Service Communication:

CSQ Certification Training
This program is designed for non-technical customer service representatives who are candidates for SSPA’s Customer Service Qualified (CSQ) certification. Getting to the Heart of Customer Service™ teaches your employees all the professional skills they need to be SSPA certified and make a positive difference with customers, both internal and external.

Course content

Module 1: Showing Customers You Care

• Developing a customer-focused attitude
• Applying ethics and values to customer service
• Building rapport with customers

Module 2: Using Language to Serve the Customer

• Using positive language
• Using language the customer can understand
• Using transitions to move through the call

Module 3: Opening the Call

• Opening the call
• Transferring and putting the customer on hold
• Making a good first impression

Module 4: Diagnosing Customer Needs

• Questioning to determine customer needs
• Honing your listening skills
• Confirming your understanding

Module 5: Responding to Customer Requests

• Fulfilling customer requests
• Showing value
• Handling requests you can’t fulfill

Module 6: Taming Challenging Calls

• Maintaining your poise with challenging calls
• Preventing challenges from escalating
• Dealing with angry and upset customers

Module 7: Closing the Call

• Confirming customer satisfaction
• Telling the customer what to expect
• Uncovering additional opportunities for service
• Closing the call

Individual certification cost (includes online course and certification test) -          $269
To enroll now contact kanderson@thesspa.com