Minimum entry requirement:
A passing score on the CCSP Examination.
Bachelor Degree in any field and;
A minimum of 1 year experience in customer service.
A Minimum of 25 hours of business management approved training.
Exam Outline:
Part 1 (Customer Service Skills)
1) Achieving high customer satisfaction
2) Developing strong listening and communication skills
3) Winning Telephone skills
4) Technical writing skills for support professionals
5) Handling difficult customer situation
6) Solving and preventing problems
7) Teams and team players in a help desk setting
8) Minimizing stress and avoiding burnout
Part 2 (Customer Relationship Management)
1) CRM Overview, Types, Strategy and Implementation
2) The Theoretical Framework of CRM
3) CRM Project Organization in the Financial Industry
4) The Evolution of Customer Relationships and Customer Value
5) Main Benefits and Organizational Impacts of CRM within the Bank
6) Data Mining Systems Supporting the Marketing Function
7) CRM Conclusion