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所在平台: Udemy |
课程主页: https://www.udemy.com/course/customer-service-foundation/
课程评论：没有评论
**课程名称：** 客户服务基础 **课程概述：** 本课程是“客户服务专家认证通道”的第一部分，旨在为学员打下坚实的客户服务基础。随着客户期望和服务交付方式的不断变化，仅仅掌握基本知识已不足够。本证书通道分为三个级别：基础、中级和专家。 **客户服务基础项目：** * **重点：** 涵盖客户服务领域的基本概念、通用知识和术语。 * **无考试：** 此级别不设考试。 * **积分：** 完成此项目可获得2个积分，计入总体的客户服务专家证书积分。 **学习目标：** 通过本课程，学员将了解客户服务专业人员在服务客户时需掌握的各种交付方式。 **后续认证通道：** 完成基础项目后，学员可继续进入客户服务中级项目（包含8门课程，需选修至少5门，每门3积分，设考试），最终进入客户服务专家项目（设两项考试，5积分）。获得客户服务专家证书总共需要22个积分。 **证书获取：** 成功完成后，请联系 exams@artofservice.com.au 购买考试券并参加最终考试。
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. There is no examined component at this level. Completion of this program earns you 2 points toward your Customer Service Expert Certificate. Next on the Certification Pathway is the Customer Service Intermediate Program which is made up of 8 courses. All Intermediate topics include (in no particular order): ·Communication Strategies ·Contact Centers ·Making Decision and Assertiveness ·Delivering presentations and Public Speaking ·Conflict Resolution ·Customer Relationship Management ·Sales ·Retail From the eight Customer service Intermediate programs that are available, you will select a minimum of five programs to complete and progress to the Expert program, each Intermediate program will earn you 3 points toward your Customer Service Expert Certificate (minimum 17 points entry requirement). There is an examined component at this level. The exam consists of 50 multiple choice questions, related to the subjects you have chosen. The next and 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.
