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 Scheme 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 service intermediate certification is broken up into 8 categories.
In order to receive your customer service intermediate certification you must first complete the eLearning programs associated with 5 of the 8 categories.
The Recommended completion time for each category is 8 hours.
The customer service certification kit also includes a study guide/textbook to aid you throughout the program.
Once you have completed the required numbers of programs you will qualify to take the intermediate exam. Once you pass this exam you will receive your customer service intermediate certification.
Exam vouchers for the customer service intermediate exam must be purchased separately, and can be found here.
You must choose 5 from the following 8 categories:
- Customer Service and Contact Centers
- Communication Strategies
- Customer Relationship Management
- Delivering Presentations and Public Speaking
- Customer Service and Sales
- Building Relationships with Customers
- Customer Service and Retail
- Conflict Resolution
- Decision-Making and Assertiveness
Practical, concise help for dealing with customers: The book and its accompanying eLearning course and Certification paves the way for the Best Customer Experience by Redefining and Improving Customer Experience: An Innovative Strategy by the Industry Leader in Effective Customer Service Training.
We deal with excellent and not-so-good customer service every day. Customer Service is always on the agenda. However, these two words involve so much more than simply serving customers. It is solving problems, reassuring the uncertain, calming the infuriated, finding the lost and fixing the broken. The customer service professional is required to be a jack-of-all trades to satisfy the expectations of the customer and promises of the company.
Organizations know that their customer service staff are the frontline of their business. Sales positions are no longer filled with the unmotivated, the unfriendly, the unhelpful and the untrained personnel from yesteryear. They are the point of make-or-break sales and there is now a greater emphasis and importance on maintaining and improving high quality customer service and staff.
Research has shown that highly successful service organizations have lower marketing costs, fewer upset customers and more repeat business – customers are “voting with their feet” which is key when customer loyalty has become obsolete. An added bonus to good service is morale, job satisfaction is higher, and employee absenteeism and turnover are lower.
Each customer service intermediate eLearning program consists of a number of modules, containing various presentations, exercizes and quizzes designed to boost your knowledge and understanding of the customer service and to prepare you for the customer service intermediate exam.
The concepts covered in each of the categories are as follows:
-Making a Start
-Making it Work
-Dealing with Customers
-Problems to Avoid
Decision Making & Assertiveness
What is Assertiveness?
Decision Making Skills
Group Decision Making
Delivering Presentations & Public Speaking
-Preparing your Presentation
-Building your Presentation
-Issues when Presenting
-Delivering your Presentation
-Tips to Remember
-What is Conflict?
-Types of Conflict
-Impact of Conflict
Customer Relationship Management
CRM - What is it?
Customer Service & Sales
-Selling is Easy?
-Features & Benefits
-10 Golden Rules
Customer Service & Retail
-What's it all about?
-Developments & Trends
-Issues Facing the Industry
-Working Within the Industry