Customer Service Foundation

Name: Customer Service Foundation
Rating: 4.3 (147 reviews)

An introductory course about understanding the foundations of Customer Service.

(147 ratings)

333 students

Created by The Art Of Service

Last updated 3/2023

English

English [Auto]

What you'll learn

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

Requirements

Basic understanding of the business industry
Knowledge of the English language

Description

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):

·Communication Strategies

·Contact Centers

·Making Decision and Assertiveness

·Delivering presentations and Public Speaking

·Conflict Resolution

·Customer Relationship Management

·Sales

·Retail

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 exams@artofservice.com.au to purchase your exam voucher and sit your final exam.

Who this course is for:

Anyone looking to gain an understanding of the Customer Service Foundation and its practical application in the business environment.

The Art Of Service

Quality education for Career Driven IT Professionals

3.7 Instructor Rating
4,317 Reviews
18,741 Students
48 Courses

What drives us?

In one word? YOU

You are front, center and behind every decision we make in our business.

You are starting out in the IT industry
You are serious about your career
You need certifications on your resume to get that first interview

For you we created the Foundation level courses as well as the Core Series for IT

You are an IT Professional with a proven career
You need to stay in touch with changes in the industry
You need to continue to show your value to the business to ensure your job is secure
You want to find out what else would make your IT career more solid

For you we created the Specialist and Intermediate level courses as well as the Core Series for IT

You are implementing Processes and methodologies in your company
You are managing a team of people and need to look good
You started your own business and are looking for template documents to ‘hit the ground running’
You need to present on a subject at the next team meeting and are not quite sure where to start

For you we created the Toolkits as well as the Core Series for IT

Our motto:
Every Career driven IT Professional needs to be able to afford quality IT educational materials to stay relevant in their job, irrespective of current position, budget or geographical location.

We do most of the work behind the scenes so that you can focus on your professional education and your career within the IT industry.

We see it as our job to ensure we give you the most up to date information you need to succeed in achieving that goal at a price-point that is makes it accessible to most professionals.