Certified Customer Service Professional (CCSP)-Self Paced

Objectives:

• To understand the foundational principles of customer service and their application in various contexts.
• To develop key communication and interpersonal skills necessary for effective customer interactions.
• To learn and apply best practices for handling complaints, difficult situations, and ensuring customer satisfaction.
• To explore advanced customer service strategies, including digital skills, customer psychology, and analytics.
• To foster teamwork and collaboration among customer service professionals to achieve organizational goals.

Modules:

M-1: Fundamentals of Customer Service
M-2: Role, Responsibility, and KPI of Customer Service Professional
M-3: Communication Skills for Customer Service Professionals
M-4: Competency Framework for Customer Service Professional
M-5: Telephone Customer Service Skills
M-6: Digital Customer Service Skills
M-7: Understanding Customer Psychology
M-8: Problem-Solving and Decision Making
M-9: Handling Complaints and Difficult Situations
M-10: Quality Assurance in Customer Service
M-11: Teamwork and Collaboration
M-12: Customer Service Strategies and Best Practices
M-13: Customer Loyalty and Retention
M-14: Customer Service Analytics

Features:
Duration: 4 Months
Modules: 14
Short Video Materials: Yes
Mode of Learning: Self-Paced

Post Completion:

• Electronic Certificate
• Digital Badge via Credly.com
• Printed Certificate available

Exam Method:
Number of Exams: 01

• Method: MCQ Based exam
• Number of Questions: 50 MCQ Questions
• Exam Duration: 60 Minutes
• Total Marks: 100
• Pass Mark: 70%

Assignment: 

• Total Assignments: 05
• 01 Pre-Course Assignment (Learning Purpose)
• 03 Class Based Assignment
  • Total Marks: 100
  • Pass Mark: 70%
• 01 Capstone Projects
  • Total Marks: 300
  • Pass Mark: 70%