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.

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