What you'll learn :
Know the components of service delivery
Know the types of teams
Learn the team leaders role in managing conflict
Learn how to motivate
Understanding working together as a team
Learning how to deal with difficult people
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.
Next on the Certification Pathway is the Customer Service Intermediate Program which is made up of 8 courses which you will select a minimum of five programs to complete and progress to the Expert program.
The 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.
Who this course is for :
Anyone looking to gain an understanding of the Customer Service expert level and its practical application in the business environment.
Course Size Details :
1 hour on-demand video
1 min on-demand audio
Full lifetime access
Access on mobile and TV
Certificate of completion
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