Customer Service Professional
Acquire a deep appreciation for the value of exceptional service; learn how to set, improve and sustain customer value in the organization; develop powerful techniques for understanding customer perspectives and creating long-term business relationships; and learn client management skills that form the foundation of unique customer experiences.
Upon completion, learners with a final exam mark of 80% and at least two years' industry experience are eligible for Carol Smith's Certified Service Professional (CSP) designation.
Knowledge & Skill Building Areas
- Customer Expectations: Define, Align & Reinforce
- Customer Meetings: Agendas, Controversies & Meeting
- Selection Strategies
- Customer Orientation Role Plays
- The Fundamentals & Fine Points of Warranty
- Partners in Service: Trade Partner Plan
- Customer Challenges: Judgement Skills
- Organized for Success
- Communication Protocols
- Writing as a Service
- Feedback & Referrals
Ideal candidates for taking this course are: Anyone who is looking to improve service, enhance the quality of their business relationships and increase the customer value.
This course is required for the following certifications: Residential Management, Master Home Builder, Master Home Renovator. Residential Construction Site Manager (RCSM), Professional Site Manager, New Home Sales Professional, and New Home Sales Executive.
Blended learning delivery option:
This blended e-learning course combines approximately three hours of online learning with four days of classroom learning.
Classroom times: 8:30 am - 4:30 pm
100% online delivery option:
This distance learning format provides you with a learning option that caters to your busy schedule by taking the learning experience out of the traditional classroom and converting it into an online format that's available 24/7.
Classroom locations: This course is delivered by PHBI in Calgary and Edmonton. Courses can also be held in other centers based on demand.
Exam & passing grade: The exam for this course is closed book. The passing grade is 70% and 100% attendance when taking the blended learning delivery option is compulsory to qualify for PHBI certification.
Prerequisites: There are no prerequisites for this course. However, it is recommended that individuals have a minimum of one year of working experience.