Customer Service

About Customer Service

Helping current and potential consumers is known as customer service. Customer service representatives frequently respond to inquiries from customers via social media, chat, phone, email, and in-person contacts. They may also be in charge of writing documentation for self-service assistance.

Customer service plays an important role by connecting with the customers after the goods or service are delivered to the customer. Customer Service has gained immense popularity across the globe resulting in huge demand for certified professionals.

Why is Customer Service important?

Because it encourages customer loyalty and makes staff' duties simpler, providing excellent customer service is essential. In turn, this promotes corporate expansion. Businesses may recoup their client acquisition expenditures, keep talent on staff, and promote brand loyalty by offering excellent customer service.

Customer service is responsible for maintaining good relations with customer after sales has been done. Customer service reduces customer acquisition costs as present customers are retained with excellent customer service. Customer Service certified professionals, executives and managers are in high demand in companies across the globe.

Who should take the Customer Service Exam?

• Customer facing professionals and managers
  
• Customer Service Representative
• Anyone who has any interaction with customers in any business.
• Those who want to create a strong customer focus within their organization
• Team Leaders
• Sales representatives
• Business Owners

Knowledge and Skills required for the Customer Service

Critical thinking and communication skills helps candidate to gain quick success for career in customer service.

Customer Service Practice Exam Objectives

Customer Service exam focuses on assessing your skills and knowledge in concepts and application of Customer Service

Customer Service Practice Exam Pre-requisite

There are no prerequisites for the Customer Service exam. Candidates who are well versed  in Customer Service can easily clear the exam.

Customer Service Certification Course Outline

1. Customer Service
1.1 Who is Customer
1.2 Customer Service Basics

2. Customer Handling
2.1 Understanding Customer Behaviour
2.2 Customers Expectations
2.3 Building Customer Relationship

3. Customer Focus
3.1 What is Customer Focus
3.2 Customer Focus Elements
3.3 Customer Focus Levels

4. Customer Expectations
4.1 What is customer expectations
4.2 Why customer expectations
4.3 Types of Expectations
4.4 Expectations Model
4.5 Managing Expectations
4.6 Customer Latest Expectations
4.7 Getting Customer Feedback
4.8 Handling Customer Expectations

5. Customer Needs
5.1 Consumer Need
5.2 Understanding Customer Needs
5.3 Hulls Drives Reduction Theory
5.4 Maslow’s Hierarchy of Needs
5.5 McClelland’s Three Needs Theory
5.6 Consumer Motivation Concept
5.7 Values
5.8 Means - End Chain Model

6. Consumer Perception
6.1 Perception Basics
6.2 Elements of Perception
6.3 The Absolute Threshold
6.4 The Differential Threshold
6.5 Subliminal Perception
6.6 Process of Perception
6.7 What is value?
6.8 Choosing a Value Proposition
6.9 Dynamics of Perception
6.10 Perceptual Organization
6.11 Consumer Imagery

7. Consumer Attitudes
7.1 Attitudes
7.2 Models of Attitude
7.3 Attitude Formation
7.4 Strategies of Attitude Change

8. Customer Focused Organization
8.1 Customer Focus Strategies
8.2 Building a Customer Focussed Culture
8.3 Maintaining Customer Focus
8.4 Customer Focus Development
8.5 Developing Customer Orientated Culture
8.6 Checklist for Customer Focus

9. Customer Focused Interaction
9.1 Social Media
9.2 Applying Knowledge Management
9.3 Using Mobile Technology
9.4 Customer Focused Employees

10. Customers Listening and Tools
10.1 Customer Complaints
10.2 Complaint Barriers
10.3 Customer Journey Mapping (CJM)
10.4 Voice Of the Customer
10.5 Benchmarking
10.6 Business Performance Measures

11. Developing skills
11.1 Skills Development
11.2 Public Speaking
11.3 Personality Development
11.4 Self Grooming Tips
11.5 Positive Attitude
11.6 Different Negativities
11.7 Steps to Be Positive
11.8 Positive Behaviour
11.9 Traits for Positive Behaviour
11.10 Behaviour for Successful Sale Person
11.11 Listening skills
11.12 Vocal Skills
12. Telephone Usage
12.1 Telephone Manners
12.2 Telephone Etiquettes
12.3 Voice Mail Etiquettes

13. Team Work
13.1 Formation of a Team

14. Stress Management
14.1 Consequences of Stress
14.2 Reason/Causes of Stress
14.3 Signs of stress
14.4 Techniques of Stress Management

15. Time Management
15.1 Time Management Techniques

16. Negotiation Skills
16.1 Negotiation Basics
16.2 Preparing for the Negotiation Process
16.3 The Seven Basic Steps in Negotiation
16.4 Best Alternative to a Negotiated Agreement (BATNA)
16.5 Tactics for Negotiation Process

17. Office Communications and Mailing Skills
17.1 Mailing Services
17.2 Addressing Envelopes
17.3 Effective Office Meetings
17.4 Office memos
17.5 Incoming Mail
17.6 Outgoing Mail
17.7 Fundamentals activities of mail handling department
17.8 Mail Automation

18. Managing Office Records
18.1 Filing and Record Keeping
18.2 Purpose of Record Management
18.3 Features of Effective Record Management
18.4 Information Types
18.5 Information Access
18.6 Type of Files
18.7 Procedure of Classification
18.8 Methods of Filing
18.9 Systems of Filing

19. Word Processing - MS-Word
19.1 MS-Word Basics
19.2 Working With Documents
19.3 Customize the Word Environment
19.4 Editing a Document
19.5 Formatting Text
19.6 Formatting Paragraphs
19.7 Styles
19.8 Graphics
19.9 Proofing a Document
19.10 Page Formatting
19.11 Macros
19.12 Lists
19.13 References and Citations
19.14 Track Changes

20. Spreadsheet - MS-Excel
20.1 Excel 2013 Basics
20.2 Workbook and Worksheet
20.3 Manipulating Data
20.4 Worksheet Formatting
20.5 Page Properties and Printing
20.6 Excel Formulas
20.7 Sort and Filter
20.8 Charts
20.9 Macros

21. Networking and Internet
21.1 Networking Concepts
21.2 Network types
21.3 Windows Networking terms
21.4 Sharing Local Printer
21.5 Connecting to a Network Printer
21.6 Internet
21.7 Web Browser
21.8 Uploading and download files
21.9 E-mail
21.10 Managing E-mail Accounts
21.11 Sending an E-mail from Outlook
21.12 Web based E-mail or Gmail
21.13 Digital Signature

22. Future Developments
22.1 Social Media
22.2 E-Commerce
22.3 Big Data
22.4 Internet of Things (IoT)
22.5 Automation and AI

Exam Format and Information

Certification name – Certificate in Customer Service
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