Objective:

Quality customer service is a vital part of every business operation. The Certified Customer Service Officer should have the knowledge to be able to contribute directly to the successful customer service of a business or organization.

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More specifically, they are expected to:

• Understand the concept and all the parameters that make up a customer service strategy and explain how to use technology to manage transactions and information to and from customers

• Know the procedures for ensuring the provision of products and services in accordance with customer-recognized standards

• Assess the importance of internal and external customers and outline their needs and expectations and understand how the customer service strategy is linked to the overall strategic planning of the business

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Topics/sections

• The Value of the Customer Service Philosophy of Business Development and Excellent Service Provisioning

• Strategic framework for a customer service system

• Leadership for excellent service

• Human resources management and management

• Service infrastructure