Overview
The Certified Customer Service Excellence program focuses on the essential skills and techniques that make customer service better. The program helps build cognitive and effective empathy skills and trains participants to deliver customer service excellence as part of the wider organisational goal of improving customer service and customer advocacy.
This program goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using a hands-on approach, it covers a wide range of knowledge and skills and offers an extensive collection of activities to enliven and invigorate the learning. The course features a module on technology, and coverage of the latest trends in the customer service field. Focusing on problem solving, communication strategies and technology, this course pinpoints the skills needed to improve and sustain customer satisfaction and business relationships.
One Test = Two Customer Service Excellence Certifications
We’ve partnered with Cambridge International College (CIC),Britain, a world leader in professional education and qualifications, to provide online learning and a top-tier exam. When you complete the Certified Customer Service Excellence program, you will become dually certified with PASC and CIC with two credentials: Certified Customer Service Excellence and the Executive Certificate in Customer Service Excellence.
Learning Outcomes
- Understand the importance of creating great customer experiences and what that means for both you and your organisation;
- Understand that different customers have different expectations, and I have tools to engage customers with confidence;
- Have skills to deal with challenging customers and feel confident that these situations can be handled in a structured and thoughtful way;
- Explain the impact that high or low morale may have on an organization;
- Have made a personal commitment to putting the customer at the heart of all you do;
- Define leadership;
- Perform a self-appraisal of your own leadership abilities;
- Recognize customers’ expectations of service providers;
- Explain some of the most rapidly advancing technologies that customers are seeking out;
- Calculate churn rate, defection rate, and customer lifetime value;
- Identify how to tell if you need to improve your customer retention;
- Express the fundamental requirements of creating a successful customer service program; and
- List the rewards of providing excellent customer service.
Course Outline
- 1.1: Learning Objectives
- 1.2: Introduction
- 1.3: Course Organization
- 1.4: Learning Aids Contained in this Course
- 2.1: Customer Service Is Important!
- 2.2: What Is Customer Service?
- 2.3: Why Is Excellent Customer Service So Rare?
- 2.4: Five Needs of Every Customer
- 2.5: External and Internal Customers
- 2.6: Opportunities for Critical Thinking
- 2.7: Skill Building
- 2.8: Challenge
- 3.1: Elements of Success
- 3.2: Power of Perceptions
- 3.3: Understanding Expectations
- 3.4: Keys to Credibility
- 3.5: Ethics in Customer Service
- 3.6: Current Status of Customer Service
- 3.7: Opportunities for Critical Thinking
- 3.8: Skill Buiding
- 3.9: Challenge
- 4.1: Role of Problem Solving in Customer Service
- 4.2: Problem-Solving Process
- 4.3: Problem-Solving Strategies
- 4.4: Developing Negotiation Skills
- 4.5: Barriers to Problem Solving and Decision Making
- 4.6: Opportunities for Critical Thinking
- 4.7: Skill Building
- 4.8: Challenge
- 5.1: Why a Strategy?
- 5.2: Development of a Strategy
- 5.3: Opportunities for Critical Thinking
- 5.4: Skill Building
- 5.5: Challenge
- 6.1: What Is Empowerment?
- 6.2: Design of Systems
- 6.3: Opportunities for Critical Thinking
- 6.4: Skill Building
- 6.5: Challenge
- 7.1: What Is Communication?
- 7.2: Methods of Communication
- 7.3: Telephones and Customer Service
- 7.4: Communication and Technology
- 7.5: Opportunities for Critical Thinking
- 7.6: Skill Building
- 7.7: Challenge
- 8.1: Who Are Challenging Customers?
- 8.2: Characteristics of Challenging Customers
- 8.3: Respect: A Classic Idea that Still Works!
- 8.4: Opportunities for Critical Thinking
- 8.5: Skill Building
- 8.6: Challenge
- 9.1: What Is Motivation?
- 9.2: Needs and Wants
- 9.3: Motivating Factors
- 9.4: Understanding of Morale
- 9.5: Self-Concept and Motivation
- 9.6: Power of Self-Motivation
- 9.7: Teamwork
- 9.8: Methods of Saying Thank You and Motivating Others
- 9.9: Opportunities for Critical Thinking
- 9.10: Skill Building
- 9.11: Challenge
- 10.1: Leadership Defined
- 10.2: Know Thyself
- 10.3: Formal and Informal Leaders
- 10.4: Coach or Counselor
- 10.5: Characteristics of Excellent Leaders
- 10.6: Leadership and Goals
- 10.7: Creation of a Customer Service Culture
- 10.8: Benefits of Job Aids
- 10.9: Leadership without Position
- 10.10: Your Boss Is Your Customer Too!
- 10.11: Opportunities for Critical Thinking
- 10.12: Skill Building
- 10.13: Challenge
- 11.1: What Is Customer Retention?
- 11.2: Value of Existing Customers
- 11.3: Understanding Churn
- 11.4: How to Tell If You Need to Improve Your Customer-Retention Programs
- 11.5: Development of a Customer-Retention Program
- 11.6: Measurement of Satisfaction
- 11.7: Sources of Information
- 11.8: Benefits of Measuring Your Effectiveness
- 11.9: Opportunities for Critical Thinking
- 11.10: Skill Building
- 11.11: Challenge
- 12.1: Today’s Changing Marketplace
- 12.2: Understanding the Customer of the Twenty-First Century
- 12.3: Embracing New Technologies
- 12.4: Call Centers
- 12.5: Customer Service Over the Internet
- 12.6: Enhancing Service Experiences and Building Customer Loyalty
- 12.7: Opportunities for Critical Thinking
- 12.8: Skill Building
- 12.9: Challenge
- 13.1: Excellence Is the Goal
- 13.2: What’s Happening in the “Real World”?
- 13.3: Getting Started
- 13.4: Rewards of Providing Excellent Customer Service
Price: US$435
Course Features
- Modules 14
- Duration 12 Weeks
- Content Type Text & media
- Assessment Yes
- Pass Percentage 70%
- Certificate Yes
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