CBP Customer Service

This program delivers the Certified Business Professional (CBP) Customer Service curriculum over three days of live online evening sessions, using a hands-on approach built around exercises and simulations of real workplace service situations. Upon passing the exam, participants earn an international certification from IBTA (USA); the exam is administered through Prometric, and the program includes a single-attempt exam voucher. Program Objectives: • Apply professional service standards when handling customers across phone, digital, and face-to-face channels • Use active listening and probing questions to accurately identify the customer's real need • Analyze customer behavior styles and adapt communication to suit each style • De-escalate complaints and difficult situations using a structured approach that turns objections into loyalty opportunities • Compose professional written responses across email, social media, and live chat • Measure service quality using practical indicators such as customer satisfaction, response time, and first-contact resolution • Prepare to pass the CBP Customer Service exam through a comprehensive review and exam-style practice questions