- Who is Customer
- Customer Service Basics
Online
₹ 3,499
Quick facts
particular | details | |
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Medium of instructions
English
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Mode of learning
Self study
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Mode of Delivery
Video and Text Based
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Course overview
According to Forbes, customer service is one of the best industries to work for different executives and professionals. The Certified Customer Service Professional training is designed by V Skills for professionals to want growth opportunities in customer service. This is a short term course that trains individuals on the various computer and personal skills required in an organisation for being successful.
Certified Customer Service Professional certification syllabus has different aspects of customer service including customer service basics, customer needs, customer expectations, consumer perception, customer-focused interaction, consumer attitudes, and customers listening and tools.
Students who have the Certified Customer Service Professional certification course can also find themselves employed in different roles in an organization like administrative and support services. This course guides on how to retain customers, serving them properly, and finally turning potential customers into sales. On the whole, learners can learn customer relationship management.
The highlights
- Certification by the government
- Increased employability
- The validity of the certification is a lifetime
- Completion certification by Vskills
- Practise tests for free
Program offerings
- Online course
- Practice tests
- Certificate initiative by v skills
- E-learning access
Course and certificate fees
Fees information
- Candidates who want to enrol for the course have to make Rs. 3,499 as the Certified Customer Service Professional certification fee. The course can be purchased by using payment methods like credit, or debit card, and net banking.
Certified Customer Service Professional Fee Structure
Description | Amount |
Certified Customer Service Professional | Rs. 3,499 |
certificate availability
certificate providing authority
Eligibility criteria
Educational Qualification
- Individuals who are interested in learning this course may have any educational background.
Work Experience
- There is no need for any work experience for the Certified Customer Service Professional program.
Certification Qualifying Details
- The enrolled candidates will have to go through all the study materials, learn from the learning management system, appear in the online examination, and get pass marks to get the certificate.
What you will learn
Once the student completes learning this course he or she will be able to handle customers efficiently so that they turn out to be potential sales opportunities for the organisation, and in turn, benefit the company. The learners will be able to cater to the needs and wants of the customer, and accordingly meet up to their expectation.
Who it is for
The Certified Customer Service Professional course can be pursued by any individual including students who want to become certified customer service professional. This course is also suitable for professionals and executives who are already working in customer-facing departments as they will be able to make career progression real quick.
Admission details
For getting admission to the Certified Customer Service Professional certification by V Skills course, candidates can see the following steps:
Step 1: Learners should visit the course’s official website: https://www.vskills.in/certification/retail/customer-service-professional
Step 2: Next, they have to register themselves according to the course they are selecting.
Step 3: To purchase the course upfront, candidates can click on the ‘buy now button. Step 4: After course purchase, candidates get admission to the course.
Step 4: Next they receive the LMS access, and some course materials to begin their learning.
Filling the form
If candidates pay the entire program fee using any of the online payment methods they do not have to fill up an application form. In case they decide to make the payment using offline then they will have to submit a duly filled application form.
The syllabus
Customer Service
Customer Handling
- Understanding Customer Behaviour
- Building Customer Relationship
- Customers Expectations
Customer Focus
- What is Customer Focus
- Customer Focus Levels
- Customer Focus Elements
Customer Expectations
- What is customer expectations
- Why customer expectations
- Expectations Model
- Types of Expectations
- Managing Expectations
- Getting Customer Feedback
- Handling Customer Expectations
- Customer Latest Expectations
Customer Needs
- Understanding Customer Needs
- Consumer Need
- Hulls Drive Reduction Theory
- McClelland’s Three Needs Theory
- Maslow’s Hierarchy of Needs
- Consumer Motivation Concept
- Means - End Chain Model
- Values
Consumer Perception
- Perception Basics
- Elements of Perception
- The Differential Threshold
- The Absolute Threshold
- Process of Perception
- Subliminal Perception
- What is value?
- Choosing a Value Proposition
- Dynamics of Perception
- Consumer Imagery
- Perceptual Organization
Consumer Attitudes
- Attitudes
- Attitude Formation
- Models of Attitude
- Strategies of Attitude Change
Customer Focused Organization
- Building a Customer Focussed Culture
- Customer Focus Strategies
- Customer Focus Development
- Maintaining Customer Focus
- Checklist for Customer Focus
- Developing Customer Orientated Culture
Customer Focused Interaction
- Social Media
- Applying Knowledge Management
- Customer Focused Employees
- Using Mobile Technology
Customers Listening and Tools
- Customer Complaints
- Customer Journey Mapping (CJM)
- Complaint Barriers
- Voice Of the Customer
- Business Performance Measures
- Benchmarking
Developing skills
- Skills Development
- Public Speaking
- Personality Development
- Positive Attitude
- Self Grooming Tips
- Different Negativities
- Steps to Be Positive
- Positive Behaviour
- Traits for Positive Behaviour
- Behaviour for Successful Salesperson
- Vocal Skills
- Listening skills
Telephone Usage
- Telephone Manners
- Voice Mail Étiquettes
- Telephone Etiquettes
Team Work
- Formation of a Team
Stress Management
- Consequences of Stress
- Reason/Causes of Stress
- Signs of stress
- Techniques of Stress Management
Time Management
- Time Management Techniques
Negotiation Skills
- Preparing for the Negotiation Process
- The Seven Basic Steps in Negotiation
- Negotiation Basics
- Tactics for Negotiation Process
- Best Alternative to a Negotiated Agreement (BATNA)
Office Communications and Mailing Skills
- Addressing Envelopes
- Effective Office Meetings
- Office memos
- Mailing Services
- Incoming Mail
- Mail Automation
- Outgoing Mail
- Fundamentals activities of mail handling department
Managing Office Records
- Filing and Record-Keeping
- Purpose of Record Management
- Features of Effective Record Management
- Information Types
- Information Access
- Type of Files
- Procedure of Classification
- Methods of Filing
- Systems of Filing
Word Processing - MS-Word 2013
- MS-Word Basics
- Working With Documents
- Editing a Document
- Formatting Text
- Customize the Word Environment
- Formatting Paragraphs
- Graphics
- Styles
- Proofing a Document
- Macros
- Lists
- Page Formatting
- Track Changes
- References and Citations
Spreadsheet - MS-Excel 2013
- Excel 2013 Basics
- Manipulating Data
- Workbook and Worksheet
- Worksheet Formatting
- Excel Formulas
- Sort and Filter
- Charts
- Page Properties and Printing
- Macros
Networking and Internet
- Network types
- Networking Concepts
- Windows Networking terms
- Connecting to a Network Printer
- Sharing Local Printer
- Internet
- Uploading and download files
- Web Browser
- Managing E-mail Accounts
- Sending an E-mail from Outlook
- Digital Signature
- Web-based E-mail or Gmail
Future Developments
- E-Commerce
- Social Media
- Internet of Things (IoT)
- Big Data
- Automation and AI
Evaluation process
Sitting for an online examination is mandatory for the Certified Customer Service Professional course. The online test is conducted for a period of 1 hour where candidates will have to answer a total of 50 questions without any negative markings. The candidates will be successful only when they obtain a minimum of 50% marks in the test.
How it helps
The Certified Customer Service Professional certification benefits include helping individuals to address the various problems faced in customer service. This means they will become pro in managing customers as an asset in the organisation. This course will enhance the skills required to become a customer service professional hence making it a great choice as a career. Not only this, but candidates can also get tagged as 'Vskills Certified' both on Monsterindia.com, and Shine.com.
FAQs
The students for the Certified Customer Service Professional online course receive study materials, and a learning management system.
Candidates must secure 25 out of a total of 50 for the Certified Customer Service Professional online course.
The validity of the Certified Customer Service Professional is lifelong.
Candidates can buy this course by using online payment methods like net banking, credit cards, and debit cards.
The candidates are hired by renowned companies in the administrative and support services sector.