Introduction

Corporate reputation is the most valuable asset companies possess, built on the quality of communication with customers, not just the quality of services provided. True excellence in the business world is not achieved merely by offering a good service but through the organization's ability to provide a comprehensive experience that delights the customer and meets their needs to the highest standards.

From this standpoint, customer service plays a crucial role in maintaining the institution's reputation and enhancing customer satisfaction, not as a temporary process but as a long-term strategy. The training program aims to empower customer service teams to develop effective communication skills and deliver an exceptional experience that establishes lasting relationships with customers, in line with the highest global standards.

Granting Authority

The Certified Business Professional in Customer Service (CBP) certification is granted by the International Business Training Association (IBTA), a leading international organization founded to promote professional skills and global standards in various fields such as customer service and marketing. The association offers a range of professional certifications that focus on developing essential and leadership skills, providing innovative educational resources and opportunities to network with professionals worldwide, making it a global reference for professional competency development.

The Administrative and Financial Training Center is one of the accredited centers by the International Business Training Association (IBTA), offering specialized training programs in customer service since 2004, contributing to qualifying professionals to achieve excellence in the job market.

Objectives

• To enable participants to clearly understand the concept of customer service.
• To allow participants to identify what is meant by a potential customer and their characteristics.
• To raise participants' awareness of the importance of delighting customers, satisfying them, and gaining their trust.
• To develop positive and courteous behaviors in dealing with customers.
• To compare different types and methods of communication.
• To highlight the importance of verbal and non-verbal communication in customer service.
• To categorize customers based on their needs.
• To evaluate the level of service provided to customers.
• To teach participants how to effectively calm angry customers.
• To practice self-soothing exercises and control emotions.
• To master the art of dealing with customers over the phone.
• To clarify electronic communication methods with customers.
• To manage time effectively to enhance performance.
• To learn how to manage stress during customer interactions.
• To respond effectively and accurately to customer inquiries.
• To provide the best services to achieve customer satisfaction.
• To offer respectful and humane treatment to all customers without discrimination.
• To convince customers that the organization is the best in the market.
• To gain the ability to read customers' needs and predict them.
• To master attracting new customers and enhancing the customer base.

Benefits of Obtaining the Certification

• Enhancing the resume and increasing chances of obtaining prestigious jobs and promotions.
• Boosting employers' confidence in your abilities, skills, and competencies.
• Distinguishing yourself from competitors in customer service skills, making you the preferred choice for jobs.
• Improving professional networking and building strong relationships with professionals in customer service.
• Acquiring global skills in customer service that qualify you to handle diverse cultures and markets.
• Increasing job opportunities through acquiring market-demanded skills.
• Achieving continuous professional development, contributing to both career and personal success.
• Developing negotiation and persuasion skills that enhance your customer service experience.
• Improving effective communication with customers, thereby increasing their satisfaction and loyalty.
• Gaining a deeper understanding of customers' needs and requirements, enabling you to offer customized and effective solutions.

Eligibility Criteria for the Certification

1. Candidates must be committed to striving for excellence.
2. Candidates should have completed or be in the process of completing high school or equivalent educational standards.

Certification Topics

Unit 1: Introduction to Customer Service

• What is Customer Service?
• Developing a Customer-Centric Mindset
• Who Are Your Customers?
• Internal Customers
• External Customers
• When and Where Does Customer Service Occur?
• The Need for Customer Service
• Rewards and Punishments
• What Does Customer Service Mean to You?
• Unpleasant Experiences
• Pleasant Experiences
• Developing a Friendly Attitude Toward Customers
• Evaluation
• Excitement is Contagious

Unit 2: Customer Service: Communication Skills

• Developing Effective Communication Skills
• Presenting a Professional Image
• Non-Verbal Communication Skills
• Body Language
• Key Aspects of Body Language
• Proxemics
• Verbal Communication Skills
• Word Choice
• Tone of Voice
• Word Selection
• Closure
• Positivity
• Tone
• Inflection
• Energy
• Volume
• Pace

Unit 3: Customer Analysis: Know Your Customer

• Knowing Your Customer
• Customer Expectations
• Assertive – Results-Oriented
• Analytical – Detail-Oriented
• Friendly – People-Oriented
• Dominant Behavioral Style
• Assessing Your Service Level

Unit 4: Calming Upset Customers

• What Makes Customers Upset?
• Avoiding Disruptions
• What Can You Do to Avoid Disruptions?
• 5 Essential Steps to Calm Upset Customers
• What to Do When You Are Upset

Unit 5: Telephone Customer Service

• Mastering the Phone
• Answering the Phone
• Professional Greeting
• Active Listening
• Caller Comments
• Recommendations
• Transferring Calls
• Taking Messages
• Voicemail
• Closing the Call

Unit 6: Internet Customer Skills

• Internet Customers
• Email
• Email Communication Guidelines
• Online Chat
• Internet Customer Skills
• Text Responses
• Introduction
• Putting Chat on Hold
• Closing a Chat Session
• Websites
• SMS
• Virtual Agents
• Screen Sharing
• Social Media
• Knowledge Base
• FAQs
• Autoresponders
• Online Customer Support

Unit 7: Time Management Strategies

• Time Management
• Controlling Your Time
• Time Analysis: Task Identification
• Task Analysis
• Personal Fit
• Efficiency
• Task Analysis
• Renewing Task Priorities
• Relative Importance
• Time Frame
• Time Wasters

Unit 8: Stress Management Strategies

• Stress Management
• What is Stress?
• What Causes Stress?
• Symptoms of Stress
• What Can Be Done to Manage or Even Eliminate Stress?
• Stay Positive

Examination Details

• This course prepares candidates to pass the Certified Business Professional Exam C20-507.
• The exam is available in person or online from anywhere.
• The question format is multiple-choice (50 questions).
• The exam language is either English or Arabic.
• Duration of the exam is two hours.
• The passing grade is 70% or higher.
• The exam is available weekly for one calendar year.
• The exam is administered through Prometric.

Certification Support

The certification is supported by the Human Resources Development Fund (HRDF) for citizens, allowing reimbursement of training and exam fees upon passing, according to HRDF policies.

The maximum reimbursement for the certification is 1,840 SAR.

The certification was approved in the program in February 2021.

Educational Materials

• An electronic book specific to the training material.
• Practice tests simulating the final exam.

Target Audience

• Customer service representatives.
• Marketing and sales staff.
• Managers and supervisors of departments.
• All employees wishing to excel professionally and personally.
• Professionals aspiring to the highest standards of excellence in customer service.
• Call center and reception staff.