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Getting An International Customer Service Certification by obinnaharrison: 9:46am On Apr 30, 2012 |
Are you in the customer service positon or industry have you been working in it for long with out promotion or job change there is a customer service certification training module that will boast your resume, market value and increase your performance dont be left out join the league of professionals and become more recognised For more information on registration call obinna on 08162314310 or obinna@cedarsandoaks.com
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Re: Getting An International Customer Service Certification by obinnaharrison: 3:02pm On Apr 30, 2012 |
The Customer Experience Management Series We wish to introduce you to the brand new C.E.M program we do hope its in vision with your aspirations Every Industry needs to offer service of some kind and to do that a service personnel is needed. Customer service is evolving from merely enforcing company policies to creating an experience for clients that reinforces the brand and builds enduring customer loyalty and retention. It moves organizations and staff from focusing less on their products and more on their customers. This is a proven paradigm for business relevance and success. The Customer Experience Management Series is a series of courses designed for personnel in the service industry and individuals wishing to undertake a career path in service delivery. The series leads to an internationally recognized and approved certification. It is a series of Three Modular Courses. The courses will be interactive, highly participatory and its modular design allows for flexibility and convenience. The course spans 4 classes for duration of 6 weeks. Participants may choose to run their three courses consecutively or join in at any cycle of three courses being run all year round. Benefits ? Modular and cyclical courses for convenience all year round ? Books and skill cards will be provided at the end of the series ? Certificates will be issued at the end of all three Courses ? On completion of the series participants will be eligible for certification on completion of a pro metric examination for the international certification. Course Content Module 1: The Customer Experience Management Strategy Customer Experience Management (CEM) is a business strategy that focuses and redefines the business from the organization's perspective to the from the customer’s view point. CEM assumes that products and services are no longer sufficient to satisfy the customer and elevates the value proposition to the level of an experience. ? Definition of Customer Experience Management ? This course sets the tone for becoming a professional in the service industry ? Define what Customer Experience is and what Customer Experience Is not ? Curriculum from Service Quality Institute(SQI), USA Module 2: Customer Experience Analysis and Implementation Providing great experiences for customers is one of the key challenges facing organizations. Customers expect positive experiences and organizations need to meet these expectations at every touch point to be competitive. This interactive and inspirational education program explores the many factors that lead to a customer experience revolution and teaches employees how to instill change from within. Through case studies and interactive exercises, participants will learn how to create and deliver delightful customer experiences that increase loyalty and customer profitability. ? From product eccentricity to customer experiences ? The driving forces behind a customer experience revolution ? Customer experience principles ? Memories and their impact on customer loyalty ? Physical attributes and emotional engagement ? The individual’s role in the customer’s experience ? Curriculum from Service Quality Institute, USA Module 3: Building and Sustaining the Momentum Once the Customer-Centric momentum has been established it needs to be maintained. The setback of most change programs in most establishments is that interest is lost after a few weeks and in time the campaign is set aside. This course teaches the skills and techniques needed to renew this system like a natural cycle that sustains itself. ? Building Professional Rapport with Customers ? The Art of building Loyalty In Customers ? Emotional Analysis Profiling ? Dealing with Anger and Other Negative Emotions ? Defining Goals and engineering positive outcomes ? Curriculum from Service Quality Institute, USA Course Benefits ? At the end of the first module Participants will be listed in the Customer Service Recruitment Database ? On completion of a pro metric exam, participants will be issued international Certification (ICSP) ? All certificates are internationally recognized ? Program Certificates will be issued by SQI Our Methodology; ? Course Materials, Certificates, Skill cards from our affiliate, Service Quality Institute USA. ? Cozy classrooms with the latest training techniques and technology. ? Slide board and high resolution projectors with peripheral speaker for audio sound ? Wireless laser presenter pen with scroll buttons for easy and fast navigation ? Well experienced facilitators ? Case study analysis Class size: A maximum class audience of 25 participants Duration: 6 weeks. Course Fee: N80, 000 Registration: N5, 000 Examination Fee: $200 Modular payments can be scheduled We will also provide advisory and consulting services - our value added service. For more information on registration call obinna on 08162314310 or obinna@cedarsandoaks.com
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Re: Getting An International Customer Service Certification by obinnaharrison: 1:20pm On Sep 06, 2012 |
next class september 22nd |
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