Table of Content
 

Customer Service

  • Who is Customer
  • Customer Service Basics

Customer Handling

  • Understanding Customer Behaviour
  • Customers Expectations
  • Building Customer Relationship

Customer Focus

  • What is Customer Focus
  • Customer Focus Elements
  • Customer Focus Levels

Customer Expectations

  • What is customer expectations
  • Why customer expectations
  • Types of Expectations
  • Expectations Model
  • Managing Expectations
  • Customer Latest Expectations
  • Getting Customer Feedback
  • Handling Customer Expectations

Customer Needs

  • Consumer Need
  • Understanding Customer Needs
  • Hulls Drives Reduction Theory
  • Maslow’s Hierarchy of Needs
  • McClelland’s Three Needs Theory
  • Consumer Motivation Concept
  • Values
  • Means - End Chain Model

Consumer Perception

  • Perception Basics
  • Elements of Perception
  • The Absolute Threshold
  • The Differential Threshold
  • Subliminal Perception
  • Process of Perception
  • What is value?
  • Choosing a Value Proposition
  • Dynamics of Perception
  • Perceptual Organization
  • Consumer Imagery

Consumer Attitudes

  • Attitudes
  • Models of Attitude
  • Attitude Formation
  • Strategies of Attitude Change

Customer Focused Organization

  • Customer Focus Strategies
  • Building a Customer Focussed Culture
  • Maintaining Customer Focus
  • Customer Focus Development
  • Developing Customer Orientated Culture
  • Checklist for Customer Focus

Customer Focused Interaction

  • Social Media
  • Applying Knowledge Management
  • Using Mobile Technology
  • Customer Focused Employees

Customers Listening and Tools

  • Customer Complaints
  • Complaint Barriers
  • Customer Journey Mapping (CJM)
  • Voice Of the Customer
  • Benchmarking
  • Business Performance Measures

Developing skills

  • Skills Development
  • Public Speaking
  • Personality Development
  • Self Grooming Tips
  • Positive Attitude
  • Different Negativities
  • Steps to Be Positive
  • Positive Behaviour
  • Traits for Positive Behaviour
  • Behaviour for Successful Sale Person
  • Listening skills
  • Vocal Skills

Telephone Usage

  • Telephone Manners
  • Telephone Etiquettes
  • Voice Mail Etiquettes

Team Work

  • Formation of a Team

Stress Management

  • Consequences of Stress
  • Reason/Causes of Stress
  • Signs of stress
  • Techniques of Stress Management

Time Management

  • Time Management Techniques

Negotiation Skills

  • Negotiation Basics
  • Preparing for the Negotiation Process
  • The Seven Basic Steps in Negotiation
  • Best Alternative to a Negotiated Agreement (BATNA)
  • Tactics for Negotiation Process

Office Communications and Mailing Skills

  • Mailing Services
  • Addressing Envelopes
  • Effective Office Meetings
  • Office memos
  • Incoming Mail
  • Outgoing Mail
  • Fundamentals activities of mail handling department
  • Mail Automation

Managing Office Records

  • Filing and Record Keeping
  • Purpose of Record Management
  • Features of Effective Record Management
  • Information Types
  • Information Access
  • Type of Files
  • Procedure of Classification
  • Methods of Filing
  • Systems of Filing

Word Processing - MS-Word 2013

  • MS-Word Basics
  • Working With Documents
  • Customize the Word Environment
  • Editing a Document
  • Formatting Text
  • Formatting Paragraphs
  • Styles
  • Graphics
  • Proofing a Document
  • Page Formatting
  • Macros
  • Lists
  • References and Citations
  • Track Changes

Spreadsheet - MS-Excel 2013

  • Excel 2013 Basics
  • Workbook and Worksheet
  • Manipulating Data
  • Worksheet Formatting
  • Page Properties and Printing
  • Excel Formulas
  • Sort and Filter
  • Charts
  • Macros

Networking and Internet

  • Networking Concepts
  • Network types
  • Windows Networking terms
  • Sharing Local Printer
  • Connecting to a Network Printer
  • Internet
  • Web Browser
  • Uploading and download files
  • E-mail
  • Managing E-mail Accounts
  • Sending an E-mail from Outlook
  • Web based E-mail or Gmail
  • Digital Signature

Future Developments

  • Social Media
  • E-Commerce
  • Big Data
  • Internet of Things (IoT)
  • Automation and AI



Apply for certification 

https://www.vskills.in/certification/management/customer-service-professional