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 firstname.lastname@example.org to purchase your exam voucher and sit your final exam.
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 PDF file contains Section 2 of this course. You can download the complete e book at the end of this course.
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.
This PDF file contains Section 3 of this course. You can download the complete e book at the end of this course.
This lecture will discuss what the business expects from customer service.
This lecture will discuss job satisfaction and the business responsibility of customer service.
This PDF file contains Section 4 of this course. You can download the complete e book at the end of this course.
This lecture will discuss the fundamentals of customer service, namely meeting expectations and responsive service.
This lecture will discuss the fundamentals of customer service, namely the reliable service.
This lecture will discuss the fundamentals of customer service, namely tangibles and going above and beyond.
This PDF file contains Section 5 of this course. You can download the complete e book at the end of this course.
This lecture will discuss handling complaints and explaining the saying "The Customer is Always Right".
This lecture will talk about taking responsibility and problem solving in handling complaints in customer service.
This PDF file contains Section 6 of this course. You can download the complete e book at the end of this course.
This lecture will talk about setting goals and standards in customer service.
This lecture will discuss consistency and improving your own customer service.
This PDF file contains Section 7 of this course. You can download the complete e book at the end of this course.
This e book contains the entire customer service foundation course in a PDF format.
This PDF file contains all the answers to all the quizzes in each section of this course.
We are always in the process of improving our courses and procedures for a better learning experience for our students. Your input is very important to us.
Follow the step-by-step procedure on taking the evaluation and receiving your certificate of completion.
A final message from our CEO.
What drives us?
In one word? YOU
You are front, center and behind every decision we make in our business.
For you we created the Foundation level courses as well as the Core Series for IT
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.