Certified Customer Service Professional Training

The Certified Customer Service Professional training provides a complete understanding of customer service. The 24-hour course by CPD assists individuals with top-notch techniques and best practices to ace customer interactions. The individuals gain the skills and mindset systematically for initiating improvement plans. This training program assists them in mastering effective communication, conflict resolution, and handling complicated situations with ease.

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  • 24 Hours Training
  • Online / Classroom / Onsite
  • 20 Jul, 2024 / 27 Jul, 2024
  • Additional Program Dates
  • 100K+ Happy Students

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What is The Certified Customer Service Professional Training All About?

The Certified Customer Service Professional (CCSP)Training is for supervisors, managers, and directors. The course covers important topics like planning, mentoring, teamwork, and HR procedures. It goes beyond basic customer interactions and service principles. Participants will leave this extensive program with the knowledge to succeed in leadership positions in customer service departments. 

Why is The Certified Customer Service Professional Training Important?

Certified Customer Service Professional (CCSP) training is important for organizations as it provides employees with essential techniques for customer interaction. This course ensures that customer service team members can communicate effectively with customers, handle any issues, and ultimately resolve them with success. 

How Does the Certified Customer Service Professional Training  Help You Get Hired by Companies?

Certified Customer Service Professional (CCSP) course has a profound impact on how employees interact with customers. With comprehensive training in all aspects, employees can effectively handle and resolve issues, resulting in an enhanced quality of service for the organization. This leads to a notable increase in customer satisfaction levels.

Industry Trends

Certified Customer Service Professional training remains crucial as technology advances and changes the landscape of customer service. Our research indicates that 65% of customers expect companies to adapt to their evolving needs. Technologies like generative AI will play a significant role in meeting these expectations. 

Here are some of the notable trends to watch out for in the upcoming years:

  • ➤ Self-Service Will Get Smarter
  • ➤ Conversational AI Assistants Will Take Service to The Next Level
  • ➤ Data Will Become More Centralised
  • ➤ The Rise of Messaging
  • ➤ The Data Transparency Advantage

Market trends

Certified Customer Service Professional training is crucial for customer care and support software. The market had a spectacular 13.3% year-over-year growth in 2022, reaching $33.5 billion. Increased use of technology like cloud, automation, and AI is the cause of this rise. These developments are intended to improve consumer interactions and the work experience for employees.

Salary Trends

Certified Customer Service Professional training is highly valued by companies. They look for administrative and customer support professionals who are capable of streamlining tasks and managing diverse projects effectively. Administrative assistants play a crucial role in helping teams adopt new software and internal systems.

Here are some of the salaries earned by professionals in the MENA region:

  • ➤ Dubai: 22,000 AED per month
  • ➤ Qatar: QAR 7,000 per month
  • ➤ Oman: OMR 2,400 monthly


These figures indicate that this Certified Customer Service Professional training offers lucrative job opportunities in the region and qualified professionals are much valued.

Demand & Opportunities

In today's customer service industry, there are abundant opportunities for skilled professionals. It helps individuals to earn competitive salaries and rewarding career paths. Consequently, many companies are actively seeking individuals who can demonstrate the necessary skills to succeed in the workplace. Obtaining certification through Certified Customer Service Professional training can distinguish them from other job candidates and showcase their capabilities.

Some of the notable job opportunities are as follows:

  1. Client Services Coordinator
  2. Client Relations Associate 
  3. Customer Service Representative
  4. Member Services Specialist 
  5. Patient Care Coordinator

Course Outcome

Successful completion of the Certified Customer Service Professional Training will help you in the following ways:

  • Learn how to communicate effectively with both potential and current clients.
  • Gain knowledge on efficient methods for addressing grievances from customers and valued clients.
  • Understand methods for providing outstanding phone support.
  • Master the capacity to learn from errors and improve interactions with customers.
  • Develop your abilities to become a trustworthy source for first-rate customer service encounters.

Course Module

The introductory course unit explores customer services as a concept, providing candidates with a broad overview of key customer service elements, the benefits of customer focus, identifying customer needs, caring for an existing customer base, and the evolution of customer service from a contemporary perspective.

Customer service strategy development enters the discussion in unit 3, which centres largely around the establishment of objectives, outlining a clear customer service vision and mission, the most important areas to focus on when developing a customer service strategy and building a culture where customer focus always takes precedence.

Precisely how, why, where and to what extent training and development are directly connected to customer service standards is explored in-depth throughout the 5th unit. Candidates investigate the identification of training and development objectives, a variety of effective training and development methods and how to incorporate customer service excellence in all aspects of training and development.

The importance of repeat business and the development of long-term customer relations form the central themes of Unit 7. Course content explores the differences between satisfaction and delight, what it is that nurtures and encourages loyalty, why some businesses depend on long-term relationships more than others, and additional key concepts central to customer relationship management.

 

The value of customer feedback forms the central topic of Unit 9, in which candidates explore the true value and impact of listening to customers, effective monitoring and analysis of customer satisfaction, how to proactively monitor customer complaints, and the measurement of customer loyalty.

Course content in the second unit focuses more intensively on interpreting and understanding the needs and expectations of a target audience. Along with introducing the importance of customer understanding, candidates are guided through the process of listening to, questioning, and confirming customers’ needs.

The concept of the customer service excellence strategy is the central theme in Unit 4, which guides candidates through the creation of a strategy, marketing customer excellence strategies for the benefit of brand reputation, and how to effectively introduce a new program to current employees.

 

The relationship between communication and a strong customer service strategy represents the core focus of Unit 6. Candidates are introduced to communications strategy development, internal and external customer communication, and a variety of training materials, tools, and approaches.

Tried and tested strategies for dealing with unprofitable customers are introduced in Unit 8, guiding candidates through the analysis of customer value, better-understanding customer behaviour, and ultimately how to turn an unprofitable customer into a profitable customer.

Program Dates

20 Jul
  • 09:00 AM
  • Sat
  • Classroom
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27 Jul
  • 09:00 AM
  • Sat
  • Classroom
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Expert Instructors & Teaching Methods

Mr. Tatek is a Certified Trainer and Executive Coach who has worked on multiple assignments including Leadership Development, Behavioral Training and Talent Management, with deep domain expertise in developing Human Capital. He is a T&D expert with over 15 years of comprehensive experience in consulting with leaders and decision-makers to improve business effectiveness and engage employees. Tatek, who brings about 20 years of relevant experience in the MENA region is a real people person passionate about using his strength and knowledge to train and help professionals grow. Mr Tatek’s experience in the banking, management & consultancy, and the learning & development industry has helped him make a mark for himself in the L&D field. He regularly works with senior executives, corporates, and at the same time, individual clients. After graduating with a Bachelor of Arts with a specialisation in Public Administration and Development Management, Mr Tatek has worked closely with the KHDA & CPD and delivered training programs across all levels of management. Mr Tatek is a genuinely exceptional communicator recognised for presenting complex topics with clarity, creativity and enthusiasm.

Work Experience

  • ⦾ Soft Skills Trainer & Senior Corporate Training Manager, Learners Point  Academy, Dubai, UAE
  • ⦾ Customer Service Manager, Western Union Money Transfer, Addis Ababa, Ethiopia
  • ⦾ Managing Partner, Quantum Consultancy, Addis Ababa, Ethiopia

 

Core Competencies

 

  • ⦾ Strategising on training framework spanning need analysis, mapping training requirements, gap bridging, content development and delivery to develop an efficient workforce and motivated employees who can achieve maximum productivity for fast-growing organisations
  • ⦾ Measuring training effectiveness
  • ⦾ Create training policies, procedures, and metrics and ensure their alignment with organisational goals
  • ⦾ Liaising with training bodies like KHDA and CPD
  • ⦾ Developing learning strategies that incorporate skills & knowledge
  • ⦾ Innovative training and coaching techniques and delivery style
  • ⦾ Conducting TNA using the Stop/Start & Continue methods

Tatek Abayneh Mebratu

Why Count on Learners Point?

Being an accredited provider of the Certified Customer Service Professional Training, at Learners Point we help professionals master the necessary skill sets to complete this course.

Following are the USPs our course offers you:

  • We look at real-world scenarios organizations face and formulate our Certified Customer Service Professional Training outline evaluating practical requirements
  • We also focus on practical case studies to give you a reality check and insight into what exactly will be asked of you while delivering in a demanding role
  • Our bespoke course also equips you with hands-on experience by offering assignments related to the actual work environment
  • Apart from organizing group sessions, we also offer a guided learning experience to enhance the quality of our training program
  • We also take a discrete approach to career guidance so that one can be successfully placed as a professional

Learners Experience

"The skills I acquired during the Certified Customer Service Professional training have been invaluable in my day-to-day interactions with customers. I now feel more equipped to provide exceptional service and exceed customer expectations."

Hanifa Seq

Client Service Manager

"I can't thank the instructor enough for the comprehensive understanding of customer service I gained through this training. It has opened up new career opportunities for me and boosted my confidence in dealing with customers."

Qala Mashuk

Technical Support Specialist

"The Certified Customer Service Professional training gave me the confidence to handle even the most difficult customer situations effortlessly. I feel equipped with the right skills to excel in any customer service role."

Ramina Fiaq

Customer Service Representative

"This training not only provided me with practical strategies for resolving conflicts but also instilled in me a customer-centric mindset. It's amazing how much I've grown professionally after completing the course."

Alam Majidi

Customer Experience Specialist

"The Certified Customer Service Professional training was a good learning experience for me. I learned invaluable techniques that helped me enhance my communication skills and deal with customers more effectively. Highly recommended!"

Jenny Martin

Customer Service Representative

Our Graduates

Our graduates are from big companies, small, companies, they are founders, career changers and life long learners. Join us and meet your tribe!

FAQs on Certified Customer Service Professional Training

The prerequisites to enrol for the Certified Customer Service Professional Training are as follows:



1) The individual must have at least two years of experience serving customers, internally or externally, in any capacity and any industry.

There are 50 questions in the Certified Customer Service Professional exam.

The duration for the CCSP course exam is 60 minutes.

The validity of the certificate earned after completing CCSP Certification is lifetime.

The exam topics of Certified Customer Service course consist of: 1)Foundations of Service 2)Human Dynamics 3)Customer Interaction 4)Employer Development 5)Application Scenarios

The accreditation body for the CCSP Certification is Continuing Professional Development (CPD).

The exam mode for the Certified Customer Service Professional Certification is online and the exam can be taken from anywhere. Only a stable internet connection is required.

If the candidate fails to clear the Certified Customer Service Professional examination, these are the points to be kept in mind: 1)If a candidate fails the exam on their second attempt, they must wait for a minimum of fourteen (14) calendar days before retaking it. 2)This waiting period applies to any subsequent attempts, including the third (3rd) attempt and beyond.

The passing mark for the Certified Customer Service Professional Certification exam is 70% or higher.

Upon registering, the individual can sit for the exam for the Certified Customer Service Test immediately or anytime within 30 days of registration.

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