Courses

Certified Customer Service Professional Workshop

**Master the Skills to Deliver Consistently Exceptional Customer Experiences**

  • Course Type : Certified Courses
  • Location: Ghana | Rwanda
  • Cost: $9,750
  • Duration: 2 weeks / Course
  • Batch 1 :: Date: Feb 23rd - March 6th
  • Batch 2 :: Date: March 9th - March 23rd

Course Overview

In the experience economy, customer relationships are the ultimate competitive edge. This Certified Customer Service Professional Workshop provides the practical tools and skills to transform service interactions into a strategic growth engine. Through case studies and hands-on exercises, participants will learn to foster loyalty and advocacy, directly driving customer retention, strengthening brand reputation, and fueling organic growth.

Workshop Objectives

Upon completion, participants will be equipped to:

  • Apply psychological principles to anticipate and meet customer needs.
  • Execute professional communication across all customer interaction channels.
  • Resolve complaints and navigate challenging interactions with empathy and assurance.
  • Implement proactive strategies to cultivate long-term customer loyalty.
  • Utilize emotional intelligence to regulate responses and de-escalate conflicts.
  • Articulate the direct impact of service quality on brand perception and marketing KPIs.
  • Convert exceptional service into tangible business outcomes, such as referrals and repeat purchases.
  • Formulate a personalized roadmap for ongoing service excellence that supports organizational objectives.

Workshop Goals

This workshop aims to certify CRM professionals in Customer Relationship Management and Marketing, providing globally recognized best practices and credentials. Participants will graduate as Certified Customer Service Professionals, gaining membership in an esteemed international body of customer service experts.

Workshop Methodology

This workshop integrates strategy, execution, and transformation through an interactive, multi-format approach designed for real-world application.

  • Strategic Insight
    Expert-led lectures on customer psychology and service-driven marketing alignment.
  • Collaborative Problem-Solving
    Facilitated group discussions on current, real-world customer service challenges.
  • Immersive Skill Practice
    Role-playing and live simulations to rehearse and refine critical customer interactions.
  • Analytical Case Review
    Examination of case studies that demonstrate the tangible marketing and business value of superior service.
  • Brand Impact Assessment
    Guided analysis of how service scenarios directly influence brand perception and equity.

Ideal Participants

This workshop is designed for professionals directly responsible for shaping the customer journey and brand experience, including:

  • Customer Service Representatives & Client Relations Officers
  • Frontline Staff & Call Center Agents
  • Sales & Marketing Executives
  • Team Leaders & Supervisors
  • Business Owners & Entrepreneurs

Workshop Outline:

Week 1

Day 1

Introduction and Fundamentals

MORNING SESSION

TIME

08:30AM – 9:30AM.

09:30AM – 10:00AM

10:00AM – 10:30AM

10:30AM – 11:30AM

11:30AM – 12:00PM

TOPIC / ACTIVITY

Arrival and Registration

HFE Briefing

Program Overview & Class Rules of Engagement
Introduction to the CCSP Certification Program:
Format, Focus Areas & Expectations

Tea Break

TIME

12:00PM – 2:00PM

02:00PM – 02:30PM

02:30PM – 03:00PM

TOPIC / ACTIVITY

Foundations of Customer-Centric Engagement

  • Defining the core principles of Customer Service, Support, and Customer Experience
  • Establishing the fundamentals of effective Relationship Management
  • Understanding the strategic distinctions between Service, Support, and the holistic Experience

Tea Break

Assignment: Read case study “The Making of a Service-Centered Brand”

Customer Psychology and Expectations

MORNING SESSION

TIME

09:00AM – 09:30AM

09:30AM – 11:00AM

11:00AM – 11:30AM

11:30AM – 01:30PM

TOPIC / ACTIVITY

Recap of Day One Sessions

Review Day 1 Assignment
• Case Study: The Making of a Service-Centered Brand

Tea Break

Analyzing Customer Insights and Journeys
This session focuses on decoding the customer’s perspective and path. Participants will explore:

  • Customer Needs Breakdown: Differentiating between functional requirements and emotional drivers.
  • Capturing the Voice of the Customer: Implementing effective feedback loops and VoC strategies.
  • Mapping the Journey: Identifying key touchpoints and critical pain points.
  • Psychology of Perception: How consumer behavior shapes service evaluation and experience.

TIME

12:00PM – 2:00PM

02:00PM – 02:30PM

02:30PM – 03:00PM

TOPIC / ACTIVITY

Foundations of Customer-Centric Engagement

  • Defining the core principles of Customer Service, Support, and Customer Experience
  • Establishing the fundamentals of effective Relationship Management
  • Understanding the strategic distinctions between Service, Support, and the holistic Experience

Tea Break

Assignment: Read case study “The Making of a Service-Centered Brand”

Day 3

Service & Relationship Principles

MORNING SESSION

TIME

08:30AM – 09:30AM

09:30AM – 11:30AM

11:30AM – 12:00PM

TOPIC / ACTIVITY

Recap of Day Two Sessions

Foundational Principles for Relationship Excellence

  • Core Principles:
    Operationalizing Consistency, Responsiveness, and Personalization
  • Strategic Focus: Building and sustaining profitable, long-term customer relationships

Stretch Break:
This session includes a short wellness pause, followed by discussions on:

  • Building customer loyalty and mastering service recovery
  • Understanding and managing both internal and external customers

Tea Break

TIME

11:30PM – 01:30PM

01:30PM – 02:00PM

02:00PM – 03:00PM

TOPIC / ACTIVITY

  • Anticipating Emotional Cues: Understanding and identifying key triggers in customer interactions.
  • Leading with Empathy: Applying emotional intelligence principles to guide service exchanges.
  • Navigating High-Stakes Dialogues: Effectively managing difficult conversations and de-escalating emotional customers.

Lunch Break

Professional Identity & Development

MORNING SESSION

TIME

09:00AM – 09:30AM

09:30AM – 10:30AM

10:30AM – 11:00AM

11:30AM – 01:30PM

TOPIC / ACTIVITY

Recap of Day Three Sessions

Review Day 3 Assignment

Tea Break

The Professional’s Role & Growth Path

  • Mastery of Core Competencies for the Certified Customer Service Professional (CCSP)
  • Strategic Planning: Navigating Customer Service as a Long-Term Career

Stretch Break

TIME

01:00PM – 1:30PM

02:00PM – 02:30PM

02:30PM – 03:00PM

TOPIC / ACTIVITY

  • Ethical Foundations in Service: Upholding integrity, ethics, and accountability
  • Self-Evaluation and Development: Completing a competency self-assessment to create a personal growth plan

Tea Break

Group Exercise: Role-Mapping Your Service Identity
In groups of three, participants will:

  • Analyze and compare their current service role with an aspirational “ideal service self.”
    CCSP Skills Self-Assessment

Check Your Competency: The CCSP Readiness Quiz

Review and Practical Application

MORNING SESSION

TIME

09:00AM – 09:30AM

09:30AM – 10:30AM

10:30AM – 11:00AM

TOPIC / ACTIVITY

Recap of Day four session

Case Studies: Good vs. Poor Service Interactions

  • Service Scenario Review: Analyzing contrasting customer service examples

Tea Break

TIME

12:30PM – 01:00PM

01:00PM – 02:00PM

02:30PM – 03:00PM

TOPIC / ACTIVITY

Lunch Break

Muslim Prayer Break 

  • Practice Exam Simulation
  • Mock Certification Assessment
Week 2
Day 6

Communication Mastery

MORNING SESSION

TIME

09:00AM – 09:30AM

09:30AM – 11:30AM

10:30AM – 11:00AM

TOPIC / ACTIVITY

Mock Test Analysis


Session 6: The Art of Connection: Communication and Emotional Intelligence
Master the interpersonal foundations of exceptional service.

  • Full-Spectrum Communication: Mastering verbal cues and body language
  • The Empathetic Listener: Shifting from “listening to respond” to “listening to understand.”
  • The Clarification Toolkit: Advanced techniques for listening, questioning, and confirming understanding.

Tea Break

TIME

11:30AM - 01:30PM

01:30AM - 02:00PM

02:30AM - 03:00PM

TOPIC / ACTIVITY

  • Anticipating Customer Emotions: Understanding common emotional triggers.
  • Applying Emotional Intelligence: Utilizing EQ principles in service interactions.
  • De-escalation and Dialogue: Managing difficult conversations and emotional customers with empathy

Lunch Break

Interactive Session: Analysis and Application

Video Case Studies: Analyze recorded customer interactions for key behaviors.
Scenario Role-Play: Practice techniques in simulated, real-world service situations.

Day 7

Service Excellence at the Frontline

MORNING SESSION

TIME

09:00AM – 09:30AM

09:30AM – 11:00AM

11:00AM – 11:30AM

11:30AM – 01:30PM

TOPIC / ACTIVITY

Recap of Day Six Sessions

Session 7: Frontline Excellence & Service Recovery

This session focuses on setting, maintaining, and restoring high service standards.

  • Defining Excellence: Establishing service quality standards and KPIs.
  • The Power of First Impressions: Managing initial interactions and protecting brand reputation.
  • Mastering Recovery: Applying proven techniques and apology frameworks to turn failures into loyalty.

Tea Break

  • Diagnosing Service Failures: Applying root cause analysis to prevent recurrence.
  • Managing Conflict: Techniques for de-escalation and structured resolution.
  • Transforming Feedback: Strategic approaches to convert complaints into loyalty opportunities.

TIME

01:30PM – 2:00PM

02:00PM – 02:15PM

02:15PM – 03:00PM

TOPIC / ACTIVITY

Lunch Break

Group Photograph (All Participants – Cohort 1)

Tea Break

  • Collaborative Exercise: Creating a Frontline Service Checklist
    Participants will form groups of three for a structured, hands-on activity.
  • Task: Collaboratively design a comprehensive frontline service checklist.
  • Outcome: Present your group’s checklist framework to the class for peer feedback.

Service Excellence at the Frontline

MORNING SESSION

TIME

09:00AM – 09:30AM

09:30AM – 11:30AM

11:30AM – 12:00PM

11:30AM – 01:30PM

TOPIC / ACTIVITY

Recap of Day Seven Sessions

Session 8: Omnichannel Service and Digital Tools
This session focuses on managing seamless customer experiences and leveraging technology.

Unified Customer Experience: Principles of effective omnichannel service.

Technology in Service: How to leverage CRM platforms and chatbots to enhance efficiency and personalization.

Stretch Break

  • The Service Blend: Balancing self-service and human-led interactions.
  • Future Trends: The impact of AI, personalization, and automation on service delivery.

TIME

12:00PM – 02:00PM











02:00PM – 02:30PM
02:30PM – 03:00PM

 

TOPIC / ACTIVITY

  • Final Session: Strategic Review and Certification Preparation
    This concluding session synthesizes all core modules and equips you for exam success.
  • Comprehensive Review: A full recap of all key learning modules.
  • Certification Strategy: Effective study techniques, time management, and test-taking approaches.

Lunch Break
Mock Exam (Part 2)

Assessment and Certification Readiness

MORNING SESSION

TIME

09:00AM – 11:00AM

11:00AM – 11:30AM

11:30AM – 01:30PM

 

TOPIC / ACTIVITY

Mock Exam Part 3 (Timed)

Tea Break

CCSP Exam – 1st Batch
(2 hours)

TIME

01:30PM – 02:00PM

02:00PM – 04:00PM

TOPIC / ACTIVITY

Lunch Break

CCSP Exam – 2nd Batch
(2 hours)

Review and Practical Application

MORNING SESSION

TIME

09:00AM – 09:30AM

11:00AM – 11:30AM


11:30AM – 12:00PM

TOPIC / ACTIVITY

Exam Review

Exam Retake (for participants who failed at first attempt)

Tea Break

TIME

12:00PM – 02:00PM

02:00PM – 02:30PM

02:30PM – 02:50PM

02:50PM – 03:00PM

TOPIC / ACTIVITY

Exam Retake (for participants who failed at first attempt) / Muslim Prayers
Lunch Break

Certificate of Participation Presentation

Appreciation and Closing Remarks

Certification

Participants who complete the full workshop will earn the official title: Certified Customer Service Professional.

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