Certified International Customer Service Professional® (CICSP)
Accredited by American Certification Institute - USA
This certification program examines customer service and customer relationship management (CRM) as a key strategic process within all organizations. CRM is defined as the overall process of building and maintaining profitable customer relationships by delivering value and satisfaction to the customer. Focusing on process, strategy and technology, this course leads participants from understanding the fundamentals of customer service and CRM through the implementation of CRM systems and analysis of customer data. It discusses customer service and CRM philosophy as well as the systems in place that incorporate and integrate information from sales, marketing and service.
This certification is accredited by the American Certification Institute with Professional Contact Hours. Participants will receive additional certificate from ACI, besides ACAD's Professional Certificate - APC.
CRM Vision: Leadership, Social worth, Value Propositon
CRM Metrics: Cost to Serve, Satisfaction, Loyalty, Social Costs
Module 1: Customer Service Skills
Achieving high customer satisfaction
Developing strong listening and communication skills
Winning Telephone skills
Technical writing skills for support professionals
Handling difficult customer situation
Solving and preventing problems
Teams and team players in a help desk setting
Minimizing stress and avoiding burnout
Module 2: Customer Relationship Management
CRM Overview, Types, Strategy and Implementation
The Theoretical Framework of CRM
CRM Project Organization in the Financial Industry
The Evolution of Customer Relationships and Customer Value
Main Benefits and Organizational Impacts of CRM within the Bank
Data Mining Systems Supporting the Marketing Function
Customer service director or manager, marketing director and related managerial personnel
Excellent customer service personnel
Anyone wishing to become a customer service professional
The certification consists of two modules and an 80 question multiple-choice examination prepared from the CUSTOMER SERVICE MANAGEMENT BODY OF KNOWLEDGE (CSMBOK).
Completion of the certification program requires completion of multiple-choice examinations for the CICSP. The examination is prepared by a Board of Examiners consisting of a range of Certified, Sustaining, and Educator Members within the three above Institutes/Societies.
The examination location is determined by the individual candidates and their proctors. A proctor may be an individual who is currently an active Certified Member, or a manager, supervisor, teacher, professor, or anyone of such standing. Each proctor is determined on a case-by-case basis. ACAD Corp. and ACI wish to make it possible for every qualified candidate to complete the certification program in a convenient and timely manner.
Read all assignments
Complete all course requirements
Take CICSP Certification Examination that will be provided to the participant after completion of the preparation course