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

  • Culture
  • Customer Expectations: Define, Align & Reinforce
  • Customer Meetings: Agendas, Controversies & Meeting
  • Rehearsal
  • 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.

Delivery method:  

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.