The training program aims to advance customer service representatives into certified customer service professionals by fulfilling the following objectives:

• Develop skills of sensing the customer perspective and hence fulfilling their needs accordingly
• Timely identifying customer needs and expectations
• Ensure customer satisfaction through competent customer service and gain positive word-of-mouth recommendations
• Foster teamwork skills to deal with dynamic situations such as dealing with upset customers and handling complaints
• Cultivate empathy and positive approach to deal with customers even in difficult scenarios
• Acquire problem-solving skills that would help in generating win-win solution during conflicts
• Improve effective stress management and time management to productively maintain work-life balance
• Build and sustain a culture of customer centricity within the organization

Training Methodology includes: Interactive sessions and lectures, Presentations, Management games, Role playing/modeling, Case studies, Group discussions, Problem solving sessions. Solid State Training follows the ‘Do-Review-Learn-Apply’ model.

Upon successful completion of the ‘Certified Customer Service Professional Training Program’ participants shall be able to benefit their organization in following ways:

• The organization will succeed in leaving a long-lasting positive impression on their customers with good interpersonal skills of their service professionals
• Enhancement of brand reputation as customer-centric company in the market thereby attracting more customers
• More active and productive sales workforce which will lead to employee satisfaction
• Enhanced emotional intelligence among sales force will help in building a loyal customer base
• Decrease in customer churning rate as organization will be able to retain more customers with efficient customer support
• Better identification of customer expectations and thus be more adept at serving the customers

Successful completion of the ‘Certified Customer Service Professional Training Program’ will benefit the participants at a personal level in the following manner:

• Develop better communication and interpersonal skills
• Learn to deal with customers in a decisive manner which will in turn help them to timely achieve their sales target
• Discover ways to handle work related stress in a professional manner
• Develop a dynamic skill set that will help to stand out among peers
• Learn to inculcate within self a positive approach to deal with customers and not let customer’s anger affect them personally