Exam Format: End of section tests, multiple choice
Passing Grade: 70%
Approximate Study Time: 40 - 50 hours
Enrollment Period: 1 year
Course curriculum
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1
Chapter 1: Customer Service Principles
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1.1 Purpose
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1.2 Why Customer Service Matters
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2
Chapter 2: Understanding The Service In Customer Service
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Chapter Overview
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2.1 Introduction To Service
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2.2 Service Economics
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2.3 Customer Service
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2.4 Service Channels
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2.5 Developing A New Perspective On Service Quality
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2.6 Creating Customer Service Value
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2.7 Customer Value Management
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2.8 Service Oriented Process: Design And Improvement
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2.9 What Is A Brand?
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2.10 What Is A Customer Relationship?
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2.11 Customer Satisfaction Just Isn't Enough
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2.12 Your Career And Service Quality
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Chapter 2 Summary
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3
Chapter 3: Defining The Customer
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Chapter Overview
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3.1 Who Is the Customer
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3.2 The Customer Life Cycle Framework
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3.3 Types of Customers: Customer Profiling
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3.4 Dangers of Assumptions
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3.5 Connecting with Customers
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3.6 Listening
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3.7 Asking Questions
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3.8 Speaking
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3.9 The Customer Isn’t Always Right, but They May Be Right for You
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3.10 Important Factors of Internal Service Quality
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3.11 Approaches to Successful Customer Service
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3.12 Achieving Customer Satisfaction
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Chapter 3 Summary
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4
Chapter 4: The Representative
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Chapter Overview
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4.1 Defining the Role of the Representative
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4.2 Types of Service Roles
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4.3 Key Skills of a Successful Representative
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Chapter 4 Summary
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5
Customer Service Principles Test
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Customer Service Principles Test
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6
Chapter 5: Foundations of Customer Service Efficiency
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Chapter Overview
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5.1 Introduction to Process Improvement
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5.2 Components of Process Improvement Project Initiatives
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5.3 Adopting Concepts for Improving Service
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Chapter 5 Summary
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7
Chapter 6: Structured Approach to Process Improvement
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Chapter Overview
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6.1 Define
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6.2 Measure
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6.3 Analyze
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6.4 Improve
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6.5 Control
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6.6 Beyond DMAIC - Design for Six Sigma
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Chapter 6 Summary
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8
Chapter 7: Applications of Process Improvement
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Chapter Overview
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7.1 DMAIC In Action
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7.2 Common Implementation Challenges
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7.3 Selecting and Tracking Projects
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7.4 What's Next?
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9
Foundations of Process Improvement Test
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Foundations of Process Improvement Test
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10
Chapter 8: Understanding the Benefits of Project Management
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8.1 Purpose
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8.2 Introduction To Project Management
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8.3 Service Projects
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11
Chapter 9: Fundamentals of Project Management
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Chapter Overview
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9.1 What Is a Project
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9.2 Defining The Customer
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9.3 The Project Life Cycle
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Chapter 9 Summary
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12
Chapter 10: Components To Manage Within A Project
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Chapter Overview
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10.1 Key Knowledge Areas
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10.2 Putting It All Together
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10.3 Customer Service–Oriented Project Management
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10.4 Project Management Body of Knowledge + Service Process Improvement + Customer Service Fundamentals
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Chapter 10 Summary
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13
Fundamentals of Project Management Test
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Fundamentals of Project Management Test
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