Customer Care Professional Certification

This online exam tests the basic skills and knowledge required for front line staff to successfully handle customer contacts by phone, email and face-to-face.

Demonstrate how to

Identify and meet customer expectations
Communicate effectively with customers
Manage customer perceptions
Deal with different types of customers
Respond effectively to in-person and telephone customer contacts
Write effective emails

Exam Outline

Customer Care Basics

Impact of a satisfied customer
Value of a customer
Customer expectations

Communication Fundamentals

The communication process
Communication challenges
Communicating exceptional service

Managing Customer Perceptions

Perception is reality
Creating positive perceptions
Avoid negative perceptions
Taking responsibility

Responding Face-to-Face and by Phone

Listening effectively
Asking questions
Interpreting information
Offering a solution

Different Customer Types

Assertive customers
Angry customers
Talkative customers
Vulgar customers

Writing Effective Emails and Letters

Assessing your writing style
K. I. S. S. strategy
Using active voice
Opening and closing sentences

Who should take the exam

This exam is for anyone who has direct contact with customers. Supervisors and Team Leads also can benefit.

Length 90 minutes

Fee $50

Certification Exam Details

To achieve certification, participants must successfully complete the online certification exam. Participants must achieve an overall score of 80% to be certified by the Institute.

FAQs

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