Customer Communication Practice Exam

About Customer Communication
With an explosion in new communication channels, businesses are faced with the challenge of ensuring clarity and consistency across all customer communications. The very definition of “customer communication” has expanded manifolds to include everything from billing to direct mail marketing to e-marketing to electronic bill presentment and so on. Banks and Financial Institutions have always been the leaders in setting high standards for customer expectations by continuously enhancing customer experience. The result is that high-touch, 24/7 service across multiple channels is no more representative of customer delight but has become a basic requirement for keeping customers happy and loyal in real time.

Data-rich industries such as banks process volumes of transactional documents daily. Each such document is an opportunity for revenue realization. CCM treats these transactional documents like bank statements, statement of account, invoices etc. as marketing collaterals to promote company offerings to customers.

Customer Communication has gained immense popularity across the globe resulting in huge demand for certified professionals.

Why is Customer Communication important?

•    Better execution of multi-channel campaigns ensuring consistency and clarity across all channels
•    Automation of the creation and delivery of well-designed, highly personalized communications
•    Easy change management by incorporating version control mechanism
•    The ability to focus on the specific requirements of every individual customer to deliver more relevant and meaningful communications to customers
•    Integration of intelligent enterprise data into transactional communications enabling responsive and agile marketing for better up-selling and cross-selling
•    Better visibility and control over your communications to help your business operate profitably
•    Reduced dependency on IT experts for performing minor changes
•    Regulatory compliance
•    Better up-selling and cross selling

Certified Customer Communication professionals, executives and managers are in high demand in companies across the globe.

Important Concepts for Customer Communication Practice Exam

• Oral Communication
• Non Verbal Communication
• Customer Handling
• Customers Listening and Tools
• Customer Communication
• Managing customers’ expectations
• Follow-up communication

Who should take the Customer Communication Exam?
•    Business owners and Entrepreneurs
•    Marketing, PR, Advertising or branding  professionals
•    Anyone who wants to assess their communication skills
•    Consultants
•    Professionals working in outsourced companies responsible for advertising, communication or PR
•    Any professional with skills and knowledge on communications or public relations
•    Students
•    PR, Advertising or branding managers and senior executives

Customer Communication Practice Exam Objectives

Customer Communication exam focuses on assessing your skills and knowledge in communicating to the customer.

Customer Communication Practice Exam Pre-requisite

There are no prerequisites for the Customer Communication exam. Candidate should be well versed  in communicating to the customer to clear the exam.

Customer Communication Certification Course Outline
1. Introduction  to Communication
1.1 Theory of Business Communication
1.2 Classification of Communication
1.3 The Purpose of Communication
1.4 The Process of Communication
1.5 The Seven C’s of Communication In Verbal Communication
1.6 Universal Elements in Communication
1.7 Interaction with  Social And Electronic Media

2. Oral Communication
2.1 Oral Communication
2.2 Listening

3. Non Verbal Communication
3.1 Importance of Non-Verbal Communication
3.2 History of Non-Verbal Communication
3.3 Types of Non-Verbal Communication
3.4 Functions of Non-Verbal Communication
3.5 How Non-Verbal Communication Helps

4. Written Communication
4.1 Written Business Communication
4.2 Types of Business Communication
4.3 Business Etiquettes
4.4 Modes of Written Communication In Business Organisation
4.5 Types of Communication Based On Style And Purpose
4.6 Keys to Effective Written Communication
4.7 The Importance of Font Selection
4.8 How to Write A Good Business Letter
4.9 How to Write A Memo
4.10 E-MAIL
4.11 Report Writing

5. Customer Handling
5.1 Understanding Customer Behaviour
5.2 Customers Expectations
5.3 Building Customer Relationship

6. Customer Focus
6.1 What is Customer Focus
6.2 Customer Focus Elements
6.3 Customer Focus Levels

7. Customer Expectations
7.1 What is customer expectations
7.2 Why customer expectations
7.3 Types of Expectations
7.4 Expectations Model
7.5 Managing Expectations
7.6 Customer Latest Expectations
7.7 Getting Customer Feedback
7.8 Handling Customer Expectations

8. Customer Needs
8.1 Consumer Need
8.2 Understanding Customer Needs
8.3 Hulls Drives Reduction Theory
8.4 Maslow’s Hierarchy of Needs
8.5 McClelland’s Three Needs Theory
8.6 Consumer Motivation Concept
8.7 Values
8.8 Means - End Chain Model

9. Customers Listening and Tools
9.1 Customer Complaints
9.2 Complaint Barriers
9.3 Customer Journey Mapping (CJM)
9.4 Voice Of the Customer
9.5 Benchmarking
9.6 Business Performance Measures

10. Customer Communication
10.1 Listening with empathy
10.2 Questioning techniques
10.3 Recording the information
10.4 Being assertive
10.5 Managing customers’ expectations
10.6 Leaving the customer with a good impression
10.7 Making sure everyone knows what happens next
10.8 Follow-up communication

Exam Format and Information
Certification name – Customer Communication Certification
Exam duration – 60 minutes
Exam type - Multiple Choice Questions
Eligibility / pre-requisite - None
Exam language - English
Exam format - Online
Passing score - 25
Exam Fees  - INR 1199