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 certified customer service professional training course focuses on the entities, essentials, enablers and evaluation tools involved in a performance of customer service.
The certified customer service professional training adopts a unique approach, 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.