Customer Service
Customer service is the provision of service to customers before, during and after a purchase. Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.
 
The importance of customer service may vary by product or service, industry and customer. The perception of success of such interactions will be dependent on employees "who can adjust themselves to the personality of the guest”.
 
From the point of view of an overall sales process engineering effort, customer service plays an important role in an organization's ability to generate income and revenue. From that perspective, customer service should be included as part of an overall approach to systematic improvement. A customer service experience can change the entire perception a customer has of the organization.
 
 
 
The quality and level of customer service has decreased in recent years, and that this can be attributed to a lack of support or understanding at the executive and middle management levels of a corporation and/or a customer service policy. To address this argument, many organizations have employed a variety of methods to improve their customer satisfaction levels, and other key performance indicators (KPIs).
 
Levels of Certification
Customer Service program certifications Exam are based on the AACPS Body of Knowledge for Customer Service. Exam is been closely monitored and proctored by the Accredited Examination Partners in more than 6000+ Accredited Training and Examination Partners located within 92 countries throughout the world.
 
LEVEL A - BASICS IN CUSTOMER SERVICE

Course Contents:

  • What is CSR? (definition ,evolution)
  • Why CSR?(use of CSR, current market condition)
  • Communication Skills - Bring charm and softness in conversation
  • Listening Skills
  • Customer Focus                                                                          
  • Boosting Self-confidence

Examination Pattern

Duration : 1.5 hours
Theory Exam: 100 Marks
Passing Score : 55 Questions (55%)


Pre-Requisite

  • In order to achieve the professional certification of AACPS Basics in Customer Service from the Association for Certification and Professional Studies candidate must mandatorily attend the Training conducted by AACPS Accredited Training Partner for the AACPS Basics in Customer Service    Exam.
  • There is no pre-requisite in terms of professional experience.

Credentials

“Basics in Customer Service certified”

LEVEL B - ADVANCED CUSTOMER SERVICE

Course Contents:

For detailed course content of this module please contact our AACPS Accredited Training Partner or Accredited Trainer

Examination Pattern

The exam will be divided into 2 parts
Theory Exam: 100 Marks
Duration : 1.5 hours
Passing Score : 55 Questions (55%)

And

Project Submission: 100 Marks
Passing Score : 55 Questions (55%)

Pre-Requisite

  • In order to achieve the professional certification of AACPS Advanced Customer Service from the Association for Certification and Professional Studies candidate must mandatorily attend the Training conducted by AACPS Accredited Training Partner for the AACPS Advanced Customer Service    Exam.
  • The candidate mandatorily needs to be AACPS Basics in Customer Service certified or Customer Service certified from an International Qualifying body.
  • There is no pre-requisite in terms of professional experience.



Credentials
“Advanced Customer Service certified”



LEVEL C - DIPLOMA IN CUSTOMER SERVICE

Course Contents:

  • Importance of Customer Services
  • Personality Development
  • Telephone Etiquettes
  • RACI Model
  • Handling Irate Customers
  • Escalation Matrix
  • How to crack an Interview
  • Mock Roles, case studies and scenarios
  • Live Project

Examination Pattern

The exam will be divided into 2 parts
Theory Exam: 100 Marks
Duration : 1.5 hours
Passing Score : 55 Questions (55%)

And

Project Submission: 100 Marks
Passing Score : 55 Questions (55%)

Pre-Requisite

  • In order to achieve the professional certification of AACPS Diploma in Customer Service from the Association for Certification and Professional Studies candidate must mandatorily attend the Training conducted by AACPS Accredited Training Partner for the AACPS Advanced Customer Service    Exam.
  • The candidate mandatorily needs to be AACPS Advanced Customer Service   certified
  • There is no pre-requisite in terms of professional experience.


Credentials
“Diploma in Customer Service”   

Certification

The result of the respective module in Customer Service Exam will be declared within 30 working days from the exam date. Upon successfully clearing the examination through AACPS Accredited Examination Centre successful candidates will receive a Soft copy Certificate within 15 working days and Hard copy of the certificate within 90 working days from the date of the declaration of Exam result. Successful Candidate name will be updated in Successful Candidate List within 90 days from the date of the declaration of Exam result. Professionals will also receive the AACPS Diploma in Customer Service credentials and AACPS Code of Conduct which should be followed while using the information on public profiles such as LinkedIn. Professionals may use the designation Diploma in Customer Service or any approved variation of the designation in accordance with the AACPS Code of Conduct.
 
 
 
 
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