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所在平台: Udemy |
课程主页: https://www.udemy.com/course/customer-service-expert/
课程评论：没有评论
**课程名称：** 客户服务专家 **课程概述：** 本课程旨在帮助客户服务专业人士深入了解客户服务交付的各种方式，并掌握在不断变化的客户期望和服务交付环境下所需的专业知识和技能。课程分为三个层级： 1. **客户服务基础计划：** 侧重于客户服务的基础知识、通用术语和基本概念。 2. **客户服务中级计划：** 包含8门课程，学员需完成至少5门课程以晋升至专家级别。 3. **客户服务专家计划：** 专为客户服务主管和经理设计，旨在巩固其知识和经验，获得技能的正式认可。 **专家计划要求：** * **考核内容：** 三项强制性练习和一项20道选择题的考试。 * **积分体系：** * 客户服务基础计划：2个积分 * 客户服务中级计划（每门）：3个积分（需完成5门，共15个积分） * 客户服务专家计划：5个积分 * **总计：** 至少22个积分方可获得专家认证。 * **最终考试：** 完成课程后，需发送邮件至 exams@artofservice.com.au 购买考试代金券参加最终考试。 **证书：** 成功通过考试的学员将获得证书。
Customer Service professionals need to know a whole lot more about the various ways of delivering services to the customers. It is no longer sufficient just to know the basics. There have been so many changes in customer expectations and with service delivery, which is why we have created a completely new series of qualifications and certifications. The Customer Service Certification Pathway has been created to support students in their aim to gain relevant qualifications that practically apply to the ever-changing world of customer services. The Customer Certification Pathway has three main parts: The Customer Service Foundation Program, Customer Service Intermediate Program, and the Customer Service Expert Program. First, you need to complete the foundation level - The Customer Service Foundation Program which focuses on the fundamentals, general knowledge, terminology and basic concepts used in Customer Service. Next on the Certification Pathway is the Customer Service Intermediate Program which is made up of 8 courses which you will select a minimum of five programs to complete and progress to the Expert program. The final level is Customer Service Expert program. This is specifically aimed at Customer Service Supervisors and Managers who wish to consolidate their knowledge and experience and achieve formal recognition of their skills. There are two examined components for this program: three mandatory exercises and, one 20 questions multiple choice exam. This program is worth 5 points. You must have a minimum of 22 points to achieve your expert certification. Customer Service Foundation Program (2 points) + 5 x Customer Service Intermediate Programs (3 points each). Customer Service Expert Program (5 points) for a total of 22 Points. Each course provides preparation for the exams and successful candidates receive a certificate. Once you've completed the course, email our exam department at exams@artofservice.com.au to purchase your exam voucher and sit your final exam.
