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