Customer Service Certification Programs
When it comes to customer service, there are several challenges business's face today. First, understanding what service expectations their customers have. Secondly, how to recognize those expectations. Thirdly, how to begin to train their staffs to meet those expectations.
Often times a company will employ the service of a "Mystery Shopper" company to he information comes back, discover the deficiencies that may be present within their organization. When the information comes back, they see areas that need improvement. However, when they review the information, they tend to "react" rather than to "act" on the information. The typical reaction is to immediately look for a way of fixing the problem rather than discovering why the problem exists in the first place. When this approach is taken, the problem generally continues to surface and changes are minimal. The solution lies in discovering "why" the problem exists, and then you can begin to implement the necessary changes to correct the problem.
A great deal of the time, managers simply fall into the routine of daily tasks and overlook the foundation of service that was once in place. Therefore, it is just as important to continuously train your managers on a regular basis as it is your customer service staff. Because we understand that if the information we provide our customers is not utilized correctly, they will not receive the full benefit that they should. When this happens the information becomes of little value. With this in mind, we make every effort to work together with each of our clients to deliver a complete solution.
We believe "Good employees aren't born, they're developed", therefore, we also assisting organizations attain excellent service level by conducting Competency based Certification workshop to help them fill the service quality gaps.
Our available certification programs are:
- Certified Service Professional (CSP) (for operational staffs)
- Certified Service Manager (CSM) (for team leaders & managers)
Please call us for the modules of each certification program.
Our customers include:
Corporate Customers
For our corporate customers, our corporate training programs can be customized to your organization's needs. The training can be delivered onsite at your workplace or at location of your choice with minimum 15 trainees per class.
Public Run Programs
We understand that businesses may not always find it viable to release a large number of employees for training at the same time. Our Public Run programmes are designed with these considerations in mind and cater to individual walk-ins or smaller group numbers from 2 to 12. Classes start when we receive a minimum number of interested participants.
