Certified International Customer Service Professional (CICSP)®

PROGRAM OBJECTIVES

The program is designed to introduce students to both customer service skills and CRM fundamentals in managing customers. The curriculum will introduce students to concepts and functionality for all customer service professionals. This Certification Program is a core certification program of the American Certification Institute. This program offers the designation of CICSP (Certified International Customer Service Professional) to candidates who demonstrate their understanding of the fundamentals of the profession through the successful completion of rigorous professional certification examinations based upon the CUSTOMER SERVICE MANAGEMENT BODY OF KNOWLEDGE (CSMBOK). The CSMBOK is supported by 2 modules of study material for the CICSP.

STUDY MODULES

Achieving high customer satisfaction
Developing strong listening and communication skills
Winning Telephone skills
Technical writing skills for support professionals
Handling difficult customer situation
Solving and preventing problems
Teams and team players in a help desk setting
Minimizing stress and avoiding burnout

CRM Overview, Types, Strategy and Implementation
The Theoretical Framework of CRM
CRM Project Organization in the Financial Industry
The Evolution of Customer Relationships and Customer Value
Main Benefits and Organizational Impacts of CRM within the Bank
Data Mining Systems Supporting the Marketing Function
CRM Conclusion

Who should Attend:

Customer service director or manager, marketing director and related managerial personnel
Customer service personnel
Anyone wishing to become a customer service professional

Exams

The certification program consists of two modules and an 80 question multiple choice examination prepared from the CUSTOMER SERVICE MANAGEMENT BODY OF KNOWLEDGE (CSMBOK). Candidates may complete the modules in any order.

Certification Process

Step 1: Online registration

Step 2: Confirmation of Eligibility for the program.

Step 3: Payment of training and Certification fee.

Step 4: Enrollment of candidate in LMS or face-to-face training sessions

Step 5: Training and submission of module tasks.

Step 6: End of course examination.

Step 7: Become CICSP Certified.

Demonstrate your mastery of customer Service.

Duration

Normal Mode : 4 weeks, Accelerated: 3 Full days

Study Modules

2 Modules, 4 Working Sessions

Certified By

American Certification Institute, Delaware U.S.A

Cost of Training

250,000FCFA

Mode of Delivery

Face-to-face lectures and Online