Customer Service Professional

Course Details

Learning Path: Customer Service

Duration: 5 Day(s).

Course Overview

Customer service professionals, whether communicating with customers in person, over the telephone, in email or chat, are critical to satisfying customers and keeping them. This also applies to in-person customer service interactions such as in retail stores and office environments. Skilled customer service employees assist with nearly every customer task and are the face of your organization. Truly, the organization’s success depends on exceeding their customers’ expectations and keeping them long term. 

As the customer liaison, the Customer Service Professional has a direct role in the company’s success. In this certification course, you will learn the fundamentals of customer service. You will define customer service and align your efforts with company commitments. You will practice delivering customer service by using effective communication skills, understanding the power of the telephone, understanding the needs of customers, using body language during in-person interactions, and dealing with challenging customer personalities and scenarios. You will learn to resolve customer issues quickly and with skill. Next, you will learn how to measure customer service effectiveness and learn to reinforce service excellence. Finally, you will gain competence and confidence in the essential workplace skills you need to perform your day-to-day responsibilities and achieve long-term career success. These essential skills include getting along with co-workers, working on teams, and maintaining strong professional ethics. .

The course is designed to prepare learners for the KWP Certified Customer Service Professional test and earn the designation, Certified Customer Service Professional, KWP-CSP. The goal is for the learner to be job-ready for an entry level position in customer service as defined in the KWP Standard Job Description.

Endorsed by


Learning Objectives

The course covers all career competencies and skills across the primary categories. You will:

  • Incorporate the critical factors of customer service
  • Establish a customer-focused approach
  • Recognize how your conduct affects the behavior of others
  • Solve customer situations with confidence and skill
  • Work with problematic customers using specific techniques
  • Make the commitment to outstanding customer service 


Course Outlines

Unit 1: Element One - A Customer Service Focus
What is Customer Service?
Six Vital Elements of Customer Service
Everyone is a Customer
Understanding Customer Expectations
The Customer Journey
Unit 2: Element Two – How Your Organization Sets Customer Service Expectations
Aligning Company Vision with Customer Service Delivery
Who Are Your Customers?
Building Your Service Image
Making that First Impression
Business Etiquette Basics
How Leadership Sets the Customer Service Path
How We Align Our Customer Service Efforts with the Company Mission: The Quest
Unit 3: Element Three - How Well Employees Deliver Customer Service
Employees Give Customer Service Life
Make the Commitment to Outstanding Customer Service
Unit 4: Communication Dynamics
What Is Communication?
What Is Said and What Is Heard
How to Listen Actively
Asking Questions with Purpose
Questioning Techniques
What Is Body Language?
Tips for Your Correspondence
Sending Effective and Impactful Emails
Unit 5: Skillful Telephone Techniques
Telephone Conversation Basics
Common Issues with Telephone Service
Vocal Techniques That Enhance Speech and Communication Ability
Responding Appropriately to Different Behaviors
When You Must Transfer a Caller or Research an Issue
Taking Messages
The Dos and Don’ts of Telephone Conversations
Making Voicemail Your Friend
Customer Service in the Retail Environment
Customer Service in the Office Environment
Be an Ambassador for your Organization’s Brand
Unit 6: Customer Service in the Online World
Online Customer Service
A Word on Social Media and Customer Service
Managing Chat
Text Message Best Practices
Unit 7: Working with Customers
The Changing Customer
What the Customer Wants
Making the Most of High Impact Moments
Unit 8 Dealing with Complaining Customers and Handling Objections
Demonstrating Empathy
Handling Talkative Customers
Dealing with Customer Complaints and Objections
10-Step Process to Handle Complaints and Objections
Unit 9: Handling Difficult Customer Situations
Delivering Bad News
Learning to be Assertive
Difficult People (and Customers) Come in All Types
Dealing with Inappropriate Language and Threatening Situations
Unit 10: Element Four - How to Quickly and Accurately Solve Problems
Reduce the Tension
When Conversations Turn into Conflict
Problem Solving
Six Steps to Resolve Problems
The Customer Recovery Process
Unit 11: Element Five -Measure What Matters
Tools to Use
Getting Feedback from Your Client
Measuring Customer Service in Practice
Unit 12: Element Six - Reinforcing Customer Service Excellence
Reinforcement Techniques
Understanding the Power You Have with Customers
Unit 13: Respecting Others and Embracing Diversity
Find Common Ground
Earn Trust
Bringing Diversity into Focus
Keeping Stereotypes in Check
The 4 Pillars of Diversity
Managing Diversity
Unit 14: Team work – Being a Team Player
What Is a Team?
What’s Your Team Player Style
Unit 15: Managing Conflict
Putting Conflict in Perspective
Types of Conflicts
The Conflict/Opportunity Test
Resolving Conflicts – A Model That Works
Toolkit for successful workplace conversations
Unit 16: Professional Ethics and Accountability
What Are Ethics?
What Values Guide You?
Why Worry About Ethics?
What Does It Mean to Be Accountable?
Unit 17: Productivity and Effectiveness – Organizing Your Work
Understanding Personal Efficiency
The Building Blocks of a Good Organizational System
Guidelines for Efficient Planning
Setting Up Your Information Center
Managing Information in Six Easy Steps
Manage Your Email Messages
Email Management Techniques
Prioritizing Your Tasks
Creating Routines to Simplify Your Life
Unit 18: Making the Transition to the Workplace
Your Key Performance Indicators
Final Review

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