Customer Service Expert

This programs will help employees to develop the ability to manage complex business situations, especially the art of making decision in uncertain or ambiguous environments, break away from functional focus and develop a more inclusive attitude, integrate cross-functional objectives to generate innovative solutions that benefit the organization as whole.

A qualified Customer Service Expert will deliver consistent customer experience, with a healthy service culture of an organization in which:

  • Clear service principles are identified
  • Leadership is engaged and trusted
  • Processes are customer-driven and employee-focused
  • Ongoing learning & development are embraced
  • Communication is honest, consistent and timely
  • Engaged employees connect with the customer–and each other

Customer Service Expert training and workshop offer customized solutions that help service-based organizations empower their entire staff—from c-suite to frontline professionals—while improving efficiency and profitability.

CERTIFICATION

IAAYS PLT is proud to be a certified owned business and believes that our commitment to excellence is evidenced in our relationships and results. Customer Service Expert (CSE) training and workshop holds the sanctioned certifications from United Kingdom Association Of Professionals which is registered with Government of England and Wales which is international recognized qualification. This certification has been registered with PSMB.

PURPOSE

The Customer Service Expert is a exam based workshop and training. The competencies required for each participant were identified and approved by United Kingdom Association of Professionals for individual standard. IAAYS PLT is keen to bring this training to participants who wants to upgrade their personal profile thus enhance their personal development.

QUALIFICATION OBJECTIVES

Customer Service Expert training defines the skills requires by service industry employee in the business support environment. This qualification recognizes an individual knowledge of customer service and support competencies and certifies that they have the skills required to work in the service industry. Individual passing in the test can be expected to :

  • Demonstrate understanding of the roles and responsibilities of a Customer Service Expert.
  • Develop and employ the essential skills required for a Customer Service Expert standards.
  • Summarize and follow Customer Service Expert processes.
  • Understand the importance of customer service in a competitive environment.
  • Practice the techniques of managing customer expectations
  • Agree on a strategy to recover from major setbacks and regain the loyalty of customers.
  • State your role in achieving a differentiated branded customer experience.
  • Shape and deliver the customer expectation.
  • Identify the relationship between effective communication and customer loyalty.
  • Handle customer complaints and objections successfully. Using new tools, tips and techniques
  • Maintain a positive, customer focus attitude, even in a challenging situation.
  • Deliver consistent service excellent at every customers “Touch Point”.

CUSTOMER SERVICE EXPERT EXAM

Participants are given 2 1/2 hours to answer all questions

  1. Attempt all 20 multiple choice question (40 marks) Section A
  2. Multiple choice questions to be answered in a separate booklet
  3. Attempt all 30 subjective questions of your choice from 60 given questions.

(60 marks) Section B

  1. Subjective questions to be answered in a separate booklet
  2. Ensure your name and identity card number are recorded correctly
  3. Do not write anything on the question paper.
  4. The exam is worth of 100% of the final mark for this subject. (75 % passing mark)
  5. Please attach the answer paper to this form and deliver to the Examination Officer

AWARD OF CERTIFICATE

Upon completion of the program participants will be awarded.

  1. Customer Service Expert Certificate from IAAYS PLT for those who had pass the exam
  2. Certificate from UKAP is available for those who pass the exam.
  3. Each successful participant will be awarded with a badge carrying Customer Service Expert
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This programs will help employees to develop the ability to manage complex business situations, especially the art of making decision in uncertain or ambiguous environments, break away from functional focus and develop a more inclusive attitude, integrate cross-functional objectives to generate innovative solutions that benefit the organization as whole.

A qualified Customer Service Expert will deliver consistent customer experience, with a healthy service culture of an organization in which:

  • Clear service principles are identified
  • Leadership is engaged and trusted
  • Processes are customer-driven and employee-focused
  • Ongoing learning & development are embraced
  • Communication is honest, consistent and timely
  • Engaged employees connect with the customer–and each other

Customer Service Expert training and workshop offer customized solutions that help service-based organizations empower their entire staff—from c-suite to frontline professionals—while improving efficiency and profitability.

CERTIFICATION

IAAYS PLT is proud to be a certified owned business and believes that our commitment to excellence is evidenced in our relationships and results. Customer Service Expert (CSE) training and workshop holds the sanctioned certifications from United Kingdom Association Of Professionals which is registered with Government of England and Wales which is international recognized qualification. This certification has been registered with PSMB.

PURPOSE

The Customer Service Expert is a exam based workshop and training. The competencies required for each participant were identified and approved by United Kingdom Association of Professionals for individual standard. IAAYS PLT is keen to bring this training to participants who wants to upgrade their personal profile thus enhance their personal development.

QUALIFICATION OBJECTIVES

Customer Service Expert training defines the skills requires by service industry employee in the business support environment. This qualification recognizes an individual knowledge of customer service and support competencies and certifies that they have the skills required to work in the service industry. Individual passing in the test can be expected to :

  • Demonstrate understanding of the roles and responsibilities of a Customer Service Expert.
  • Develop and employ the essential skills required for a Customer Service Expert standards.
  • Summarize and follow Customer Service Expert processes.
  • Understand the importance of customer service in a competitive environment.
  • Practice the techniques of managing customer expectations
  • Agree on a strategy to recover from major setbacks and regain the loyalty of customers.
  • State your role in achieving a differentiated branded customer experience.
  • Shape and deliver the customer expectation.
  • Identify the relationship between effective communication and customer loyalty.
  • Handle customer complaints and objections successfully. Using new tools, tips and techniques
  • Maintain a positive, customer focus attitude, even in a challenging situation.
  • Deliver consistent service excellent at every customers “Touch Point”.

CUSTOMER SERVICE EXPERT EXAM

Participants are given 2 1/2 hours to answer all questions

  1. Attempt all 20 multiple choice question (40 marks) Section A
  2. Multiple choice questions to be answered in a separate booklet
  3. Attempt all 30 subjective questions of your choice from 60 given questions.

(60 marks) Section B

  1. Subjective questions to be answered in a separate booklet
  2. Ensure your name and identity card number are recorded correctly
  3. Do not write anything on the question paper.
  4. The exam is worth of 100% of the final mark for this subject. (75 % passing mark)
  5. Please attach the answer paper to this form and deliver to the Examination Officer

AWARD OF CERTIFICATE

Upon completion of the program participants will be awarded.

  1. Customer Service Expert Certificate from IAAYS PLT for those who had pass the exam
  2. Certificate from UKAP is available for those who pass the exam.
  3. Each successful participant will be awarded with a badge carrying Customer Service Expert