CX Touchpoints Group
Certified Customer Service Officer (CSO)
About the program
This training covers 5 core modules that give you a foundation in what customer service is, how to create value for customers and the basics of experience management. It provides you the competencies needed to serve as a front office customer service officer.
- Program level: Level I Certification
- Duration: 6 weeks
- Certifying body: CX Touchpoints Group
Study Modules:
- Module 1: Introduction to Customer Service & Experience
- Module 2: Know Your Customer
- Module 3: Interacting with customers
- Module 4: Experience Management Fundamentals
- Module 5: Customer Service Code of Conduct & Best Practices
What are the learning objectives?
- Understand what customer service is.
- Know why customer service is important.
- Be able to differentiate between good and bad customer service.
- Understand the concept of customer experience.
- Know the customer service skills every employee must-have.
- Master the different customer needs.
- Understand what it entails to have a good service attitude.
- Learn how to manage difficult customers.
- Master the different customer needs.
Study Text: Employee Customer Service Guide: Using customer Service as a tool for career development and competitive advantage. ISBN 13:9798687204019 87 Pages
Evaluation: End of training certification exam. 100 Multiple choice questions (80 theory-based and 20 case study based). The candidate must score 80% to pass the certification exam.
Certification obtained: Certified Customer Service Officer. (CSO). This certification attests that the candidate has undergone employee customer service training and has acquired the basic skills needed to work as a frontline customer service representative. Participants can update this skill on their CVs and professional profiles to demonstrate their customer service aptitude.
Training and certification fee: 200,000F (€300)
[The Registration fee of 20,000F must be paid to book for the training. The remaining 180,000F can be paid at the latest 1 week after the start of the program]
Upcoming Training Dates
June - July 2024 Session
Session Dates
- Module 1: 22.06.24
- Module 2: 29.06.24
- Module 3: 06.07.24
- Module 4: 13.07.24
- Module 5: 20.07.24
- Online (11:30 – 2:30 GMT+1)
- Face-to-face (Douala Only) (8:30 – 11:30 GMT+1)
- Language of Instruction : French & English
- Registration dateline: 21.06.2024
- Certification Exam: 27.07.2024
August - September 2024 Session
Session Dates
- Module 1: 03.08.24
- Module 2: 10.08.24
- Module 3: 17.08.24
- Module 4: 24.08.24
- Module 5: 31.08.24
- Online (11:30 – 2:30 GMT+1)
- Face-to-face (Douala Only) (8:30 – 11:30 GMT+1)
- Language of Instruction : French & English
- Registration dateline: 02.08.2024
- Certification Exam: 07.09.2024
Other Programs
We offer 3 customer service certification programs , at 3 different skill levels. These different skill levels (1-3) indicate the difficulty level, with the knowledge in each level building on the competences acquired in the previous level.
Certified Customer Service Officer (CSO)
LEVEL I
This training covers 5 core modules that give you a foundation in what customer service is, how to create value for customers and the basics of experience management. It provides you the competencies needed to serve as a front office customer service officer.
Certified Customer Experience Management Professional (CCXMP)
LEVEL II
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.
Strategic Customer Experience Management Certification (SCXM)
LEVEL III
This management level Certification is divided into 8 sections. The training gives customer experience managers and executives the tools needed to conceive, implement and measure customer experience in an organization.
Training & Certification
Start your customer service journey today
The future is in your hands. Quality service is achieved through a customer-centric mindset and mastery of customer service standards. We transform your daily thoughts and actions into the ability to create and retain happy and loyal customers. This is an invaluable skill for any individual with prospects of career growth.
