Customer service representatives are employed by many different types of companies to serve as a direct point of contact for customers. They are responsible for ensuring that their company's customers receive an adequate level of service or help with their questions and concerns. These customers may be individual consumers or other companies, and their service needs can vary considerably. The skill and professionalism of your staff can mean the difference between keeping customers for life or losing their business forever. That's why Tri-County Technical College is offering the International Customer Service Association (ICSA) Certification program.
Objective tools are an essential component for a fair and equitable assessment of skills and learning. Each module contains a sample exam to measure your retention of the material. Optional Web-based testing is the final step to formally assess and demonstrate that you are Customer Service Certified. After successfully completing the 6 exams, you will receive a Certificate of Completion from Tri-County Technical College and a Certificate of Completion from the International Customer Service Association (ICSA). By becoming certified, you will gain the peace of mind that comes from knowing that you are a highly trained and certified individual able to deal with the most precious assets of business - customers!
Each module is filled with specific learning objectives taught with exercises, activities and practice exams. Created for real-world situations, this program features six dynamic modules to help develop and polish core customer service skills.
Module 2 - What Customers Want
Module 3 - Essential Customer Service Skills, Part I
Module 4 - Essential Customer Service Skills, Part II
Module 5 - Handling Complaints and Dealing with Angry People
Module 6 - Customer Service as a Strategic Marketing Tool & Customer Service Teams
Customer Service Teams can also create value and profitability by:
Improving individual and company performance
Leading others through peer support and mentoring
Goal-setting and measurements
Creating healthy competition