Customer Service Training &
Certification
Customer needs are changing. So too are the competencies customer service agents need to have. These training and certification programs equip you or your team with the required skills needed to deliver outstanding service.
Individual Certification Programs
The customer service career development program of the CX Touchpoints group has four customer service training and certification programs at 4 experience levels.
- Level 1: Certified Customer Service Junior Practitioner.
- Level 2: Certified customer experience management professional.
- Level 3: Strategic Customer Experience Management Certification.
Level 1
Customer Service Junior Practitioner Certification (CSJP)
This training covers 3 core modules that give you a foundation in what customer service is, how to create value for customers and the customer service code of conduct. This is the recommended start point for anyone willing to develop their customer service skills.
- Duration: 4 Weeks Normal, Full day Accelerated
- Format: Face-to-face, Live Online, Recorded
- Fee: Starting at 100,000F (€150) depending on the format
Level 2
Certified Customer Experience Management Professional (CCXMP)
This training covers 8 core modules that give you an in-depth understanding of customer service processes and key competencies needed by customer experience professionals. It is recommended to complete level 1 before taking this certification program.
- Duration: 8 Weeks Normal, 3 Full days Accelerated
- Format: Face-to-face, Live Online, Recorded
- Fee: Starting at 300,000F (€460) depending on the format
Level 3
Strategic Customer Experience Management Certification
This management level Certification is divided into 8 sections. The training covers the key customer experience management competencies needed at each stage of the customer life cycle with emphasis on strategic actions and practical tools for achieving them. The training gives customer experience managers and executives the tools needed to conceive, implement and measure customer experience in an organization.
- Duration: 8 Weeks Normal, 3 Full days Accelerated
- Format: Face-to-face, Live Online
- Fee: Starting at 650,000F (€1000) depending on the format
- Prerequisite: CCXMP
Niche Specific Training
Customer Service for Financial Services
Banks, insurance companies and Micro-finance institutions.
Patient Customer Experience
Hospitals, Clinics, Pharmacies, Dentist and Medical testing centers.
Public Sector & NGO Customer Experience
Government Agencies, public utility companies, NGOs and non profit organisations.
Hospitality & Leisure Customer Experience
Hotel, Bar, Restaurant, recreation and touristic sites and Amusement parks.
Airport & Transport Customer experience
Airline Agencies, Rail Agencies, Bus and Road travel services and Ticketing agencies.
Call center & Online Customer Experience
Internal and external call centers, digital businesses, online support agencies.
Retail Customer Experience
Retail shops, shopping malls, filing stations, saloons and fashion agencies.
Customer Service for Industrial Companies
Manufacturers, bulk distributors, and semi bulk agencies.
The value of Customer Service Training.
Customer service is what separates companies that thrive from those that fail. One way of ensuring that employees have what it takes to deliver good customer service is through customer service training and refresher programs.
Customer service training should not be a onetime event. As customer needs, technologies, and expectations change, there is need to keep employees updated with new skills and techniques of handling different customer situations and maintaining consistent good service.
Customer service training improve employee engagement and motivations, improves customer service skills, increases customer satisfactions and creates more value for the company.
