Certified Customer Service Professional

Course details

Customer service has evolved into an essential part for business and organizations. Increased technology usage, has necessitated human interaction with customers. Customer service not only includes focus on retaining customers, serving your audience, or turning inquiries from potential customers into sales, good customer service is now one of the central factors in organizational success.

The course covers customer service basics, customer expectations, customer needs, consumer perception, consumer attitudes, customer focused interaction, customers listening and tools along with computer and personal skills of a customer service professional.

Why should I take Customer Focus certification?
As per Forbes, customer service is regarded as one of the best industries for professionals and executives. Jobs for customer service professionals are predicted to increase across industries, making it a good career choice for anyone who wants to have ample growth opportunities. Students with customer service certificate can also find employment in a various roles in an organization like administrative and support services.

How will I benefit from taking Customer Service certification?
Professionals and executives working in customer facing departments can benefit immensely and will be able to make progress in their careers, easily. Students undergoing sales or marketing or management related studies, can also enhance their chances of getting a good job and showcase their customer facing skills.
 
Benefits of Certification

• Government Certification
• Certification valid for life
• Lifelong e-learning access
• Learning Hours: 13 hrs+

How It Works

1. Select Certification & Register
2. Receive Online e-Learning Access (LMS)
3. Take exam online anywhere, anytime
4. Get certified & Increase Employability

Test Details

• Duration: 60 minutes
• No. of questions: 50
• Maximum marks: 50, Passing marks: 25 (50%).
• There is NO negative marking in this module.
• Online exam.

 
TABLE OF CONTENT

Customer Service

• Who is Customer
• Customer Service Basics

Customer Handling

• Understanding Customer Behaviour
• Customers Expectations
• Building Customer Relationship

Customer Focus

• What is Customer Focus
• Customer Focus Elements
• Customer Focus Levels

Customer Expectations

• What is customer expectations
• Why customer expectations
• Types of Expectations
• Expectations Model
• Managing Expectations
• Customer Latest Expectations
• Getting Customer Feedback
• Handling Customer Expectations

Customer Needs

• Consumer Need
• Understanding Customer Needs
• Hulls Drives Reduction Theory
• Maslow’s Hierarchy of Needs
• McClelland’s Three Needs Theory
• Consumer Motivation Concept
• Values
• Means - End Chain Model

Consumer Perception

• Perception Basics
• Elements of Perception
• The Absolute Threshold
• The Differential Threshold
• Subliminal Perception
• Process of Perception
• What is value?
• Choosing a Value Proposition
• Dynamics of Perception
• Perceptual Organization
• Consumer Imagery

Consumer Attitudes

• Attitudes
• Models of Attitude
• Attitude Formation
• Strategies of Attitude Change

Customer Focused Organization

• Customer Focus Strategies
• Building a Customer Focussed Culture
• Maintaining Customer Focus
• Customer Focus Development
• Developing Customer Orientated Culture
• Checklist for Customer Focus

Customer Focused Interaction

• Social Media
• Applying Knowledge Management
• Using Mobile Technology
• Customer Focused Employees

Customers Listening and Tools

• Customer Complaints
• Complaint Barriers
• Customer Journey Mapping (CJM)
• Voice Of the Customer
• Benchmarking
• Business Performance Measures

Developing skills

• Skills Development
• Public Speaking
• Personality Development
• Self Grooming Tips
• Positive Attitude
• Different Negativities
• Steps to Be Positive
• Positive Behaviour
• Traits for Positive Behaviour
• Behaviour for Successful Sale Person
• Listening skills
• Vocal Skills

Telephone Usage

• Telephone Manners
• Telephone Etiquettes
• Voice Mail Etiquettes

Team Work

• Formation of a Team

Stress Management

• Consequences of Stress
• Reason/Causes of Stress
• Signs of stress
• Techniques of Stress Management

Time Management

• Time Management Techniques

Negotiation Skills

• Negotiation Basics
• Preparing for the Negotiation Process
• The Seven Basic Steps in Negotiation
• Best Alternative to a Negotiated Agreement (BATNA)
• Tactics for Negotiation Process

Office Communications and Mailing Skills

• Mailing Services
• Addressing Envelopes
• Effective Office Meetings
• Office memos
• Incoming Mail
• Outgoing Mail
• Fundamentals activities of mail handling department
• Mail Automation

Managing Office Records

• Filing and Record Keeping
• Purpose of Record Management
• Features of Effective Record Management
• Information Types
• Information Access
• Type of Files
• Procedure of Classification
• Methods of Filing
• Systems of Filing

Word Processing - MS-Word 2013

• MS-Word Basics
• Working With Documents
• Customize the Word Environment
• Editing a Document
• Formatting Text
• Formatting Paragraphs
• Styles
• Graphics
• Proofing a Document
• Page Formatting
• Macros
• Lists
• References and Citations
• Track Changes

Spreadsheet - MS-Excel 2013

• Excel 2013 Basics
• Workbook and Worksheet
• Manipulating Data
• Worksheet Formatting
• Page Properties and Printing
• Excel Formulas
• Sort and Filter
• Charts
• Macros

Networking and Internet

• Networking Concepts
• Network types
• Windows Networking terms
• Sharing Local Printer
• Connecting to a Network Printer
• Internet
• Web Browser
• Uploading and download files
• E-mail
• Managing E-mail Accounts
• Sending an E-mail from Outlook
• Web based E-mail or Gmail
• Digital Signature

Future Developments

• Social Media
• E-Commerce
• Big Data
• Internet of Things (IoT)
• Automation and AI

Updated on 31 May, 2024