Customer Service Foundation
- 26 mins on-demand video
- 2 downloadable resources
- Full lifetime access
- Access on mobile and TV
- Certificate of Completion
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- Identify the critical elements of customer service.
- To be navigated through the tough mindset of first impressions.
- Learn the importance of customer service
- Learn the fundamentals of customer service
- Be informed on handling complaints
- Know how to set targets and goals
- Basic understanding of the business industry
- Knowledge of the English language
Customer Service professionals need to know a whole lot more about the various ways of delivering services to the customers. It is no longer sufficient just to know the basics.
There have been so many changes in customer expectations and with service delivery, which is why we have created a completely new series of qualifications and certifications. The Customer Service Certification Pathway has been created to support students in their aim to gain relevant qualifications that practically apply to the ever-changing world of customer services.
The Customer Certification Pathway has three main parts: The Customer Service Foundation Program, Customer Service Intermediate Program, and the Customer Service Expert Program.
First, you need to complete the foundation level – The Customer Service Foundation Program which focuses on the fundamentals, general knowledge, terminology and basic concepts used in Customer Service. There is no examined component at this level. Completion of this program earns you 2 points toward your Customer Service Expert Certificate.
Next on the Certification Pathway is the Customer Service Intermediate Program which is made up of 8 courses. All Intermediate topics include (in no particular order):
·Making Decision and Assertiveness
·Delivering presentations and Public Speaking
·Customer Relationship Management
From the eight Customer service Intermediate programs that are available, you will select a minimum of five programs to complete and progress to the Expert program, each Intermediate program will earn you 3 points toward your Customer Service Expert Certificate (minimum 17 points entry requirement). There is an examined component at this level. The exam consists of 50 multiple choice questions, related to the subjects you have chosen.
The next and final level is Customer Service Expert program. This is specifically aimed at Customer Service Supervisors and Managers who wish to consolidate their knowledge and experience and achieve formal recognition of their skills. There are two examined components for this program: three mandatory exercises and, one 20 questions multiple choice exam. This program is worth 5 points.
You must have a minimum of 22 points to achieve your expert certification.
Customer Service Foundation Program (2 points) + 5 x Customer Service Intermediate Programs (3 points each). Customer Service Expert Program (5 points) for a total of 22 Points.
Each course provides preparation for the exams and successful candidates receive a certificate.
Once you've completed the course, email our exam department at email@example.com to purchase your exam voucher and sit your final exam.
- Anyone looking to gain an understanding of the Customer Service Foundation and its practical application in the business environment.
This lecture will discuss the definition of service and customer service.
This lecture will identify the components of customer service and discuss who your customers are.
This lecture will discuss making a first impression and having a "You are the Company" mentality.
This lecture will discuss presenting yourself as a first impression and the difference between listening and hearing.
This lecture will discuss active listening, barriers to communication, and the difference between human nature and customer skills.