Customer Experience Management Complete Certification Kit Study Book And Elearning Program
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Customer Experience Management Complete Certification Kit Study Book And Elearning Program
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Author : Jennifer Curry
language : en
Publisher: Emereo Publishing
Release Date : 2016-05-20
Customer Experience Management Complete Certification Kit Study Book And Elearning Program written by Jennifer Curry and has been published by Emereo Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-05-20 with Education categories.
This self-study Exam preparation guide and its accompanying online course for the Customer experience management Certification Exam contains everything you need to test yourself and pass the Exam. All Exam topics are covered and insider secrets, complete explanations of all Customer experience management subjects, test tricks and tips, numerous highly realistic sample questions, and exercises designed to strengthen understanding of Customer experience management concepts and prepare you for Exam success on the first attempt are provided. Included with your purchase: 1. This book 2. eLearning Course Access 3. PDF Course book 4. Exam 5. Upon successful completion of the course and exam, you will receive a personalized certificate Put your knowledge and experience to the test. Achieve Customer experience management Certification and accelerate your career with the included Exam. Can you imagine valuing a book and its course so much that you send the author a *Thank You* email? Tens of thousands of people understand why this is a worldwide best-seller. Is it the authors years of experience? The endless hours of ongoing research? The interviews with those who failed the Exam, to identify gaps in their knowledge? Or is it the razor-sharp focus on making sure you don't waste a single minute of your time studying any more than you absolutely have to? Actually, it's all of the above. This book and its accompanying online course includes new exercises and sample questions never before in print. Offering numerous sample questions, critical time-saving tips plus information available nowhere else, this book will help you pass the Customer experience management Exam on your FIRST try. How To Get Up to speed with the theory? Buy this. Read it. Do the eLearning Program. And Pass the Customer experience management Exam.
Customer Relationship Management Complete Certification Kit Study Book And Elearning Program
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Author : Nora Graham
language : en
Publisher: Emereo Publishing
Release Date : 2016-05-13
Customer Relationship Management Complete Certification Kit Study Book And Elearning Program written by Nora Graham and has been published by Emereo Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-05-13 with Education categories.
This self-study Exam preparation guide and its accompanying online course for the Customer Relationship Management Certification Exam contains everything you need to test yourself and pass the Exam. All Exam topics are covered and insider secrets, complete explanations of all Customer Relationship Management subjects, test tricks and tips, numerous highly realistic sample questions, and exercises designed to strengthen understanding of Customer Relationship Management concepts and prepare you for Exam success on the first attempt are provided. Included with your purchase: 1. This book 2. eLearning Course Access 3. PDF Course book 4. Exam 5. Upon successful completion of the course and exam, you will receive a personalized certificate Put your knowledge and experience to the test. Achieve Customer Relationship Management Certification and accelerate your career with the included Exam. Can you imagine valuing a book and its course so much that you send the author a *Thank You* email? Tens of thousands of people understand why this is a worldwide best-seller. Is it the authors years of experience? The endless hours of ongoing research? The interviews with those who failed the Exam, to identify gaps in their knowledge? Or is it the razor-sharp focus on making sure you don't waste a single minute of your time studying any more than you absolutely have to? Actually, it's all of the above. This book and its accompanying online course includes new exercises and sample questions never before in print. Offering numerous sample questions, critical time-saving tips plus information available nowhere else, this book will help you pass the Customer Relationship Management Exam on your FIRST try. How To Get Up to speed with the theory? Buy this. Read it. Do the eLearning Program. And Pass the Customer Relationship Management Exam.
Customer Service Complete Certification Kit Study Book And Elearning Program
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Author : Sharon Levy
language : en
Publisher: Emereo Publishing
Release Date : 2016-05-13
Customer Service Complete Certification Kit Study Book And Elearning Program written by Sharon Levy and has been published by Emereo Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-05-13 with Education categories.
This self-study Exam preparation guide and its accompanying online course for the Customer Service Certification Exam contains everything you need to test yourself and pass the Exam. All Exam topics are covered and insider secrets, complete explanations of all Customer Service subjects, test tricks and tips, numerous highly realistic sample questions, and exercises designed to strengthen understanding of Customer Service concepts and prepare you for Exam success on the first attempt are provided. Included with your purchase: 1. This book 2. eLearning Course Access 3. PDF Course book 4. Exam 5. Upon successful completion of the course and exam, you will receive a personalized certificate Put your knowledge and experience to the test. Achieve Customer Service Certification and accelerate your career with the included Exam. Can you imagine valuing a book and its course so much that you send the author a *Thank You* email? Tens of thousands of people understand why this is a worldwide best-seller. Is it the authors years of experience? The endless hours of ongoing research? The interviews with those who failed the Exam, to identify gaps in their knowledge? Or is it the razor-sharp focus on making sure you don't waste a single minute of your time studying any more than you absolutely have to? Actually, it's all of the above. This book and its accompanying online course includes new exercises and sample questions never before in print. Offering numerous sample questions, critical time-saving tips plus information available nowhere else, this book will help you pass the Customer Service Exam on your FIRST try. How To Get Up to speed with the theory? Buy this. Read it. Do the eLearning Program. And Pass the Customer Service Exam.
Customer Service Representative Complete Certification Kit Study Book And Elearning Program
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Author : Shane McFadden
language : en
Publisher: Emereo Publishing
Release Date : 2016-05-20
Customer Service Representative Complete Certification Kit Study Book And Elearning Program written by Shane McFadden and has been published by Emereo Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-05-20 with Education categories.
This self-study Exam preparation guide and its accompanying online course for the Customer service representative Certification Exam contains everything you need to test yourself and pass the Exam. All Exam topics are covered and insider secrets, complete explanations of all Customer service representative subjects, test tricks and tips, numerous highly realistic sample questions, and exercises designed to strengthen understanding of Customer service representative concepts and prepare you for Exam success on the first attempt are provided. Included with your purchase: 1. This book 2. eLearning Course Access 3. PDF Course book 4. Exam 5. Upon successful completion of the course and exam, you will receive a personalized certificate Put your knowledge and experience to the test. Achieve Customer service representative Certification and accelerate your career with the included Exam. Can you imagine valuing a book and its course so much that you send the author a *Thank You* email? Tens of thousands of people understand why this is a worldwide best-seller. Is it the authors years of experience? The endless hours of ongoing research? The interviews with those who failed the Exam, to identify gaps in their knowledge? Or is it the razor-sharp focus on making sure you don't waste a single minute of your time studying any more than you absolutely have to? Actually, it's all of the above. This book and its accompanying online course includes new exercises and sample questions never before in print. Offering numerous sample questions, critical time-saving tips plus information available nowhere else, this book will help you pass the Customer service representative Exam on your FIRST try. How To Get Up to speed with the theory? Buy this. Read it. Do the eLearning Program. And Pass the Customer service representative Exam.
Customer Support Complete Certification Kit Study Book And Elearning Program
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Author : Jean Browning
language : en
Publisher: Emereo Publishing
Release Date : 2016-05-20
Customer Support Complete Certification Kit Study Book And Elearning Program written by Jean Browning and has been published by Emereo Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-05-20 with Education categories.
This self-study Exam preparation guide and its accompanying online course for the Customer support Certification Exam contains everything you need to test yourself and pass the Exam. All Exam topics are covered and insider secrets, complete explanations of all Customer support subjects, test tricks and tips, numerous highly realistic sample questions, and exercises designed to strengthen understanding of Customer support concepts and prepare you for Exam success on the first attempt are provided. Included with your purchase: 1. This book 2. eLearning Course Access 3. PDF Course book 4. Exam 5. Upon successful completion of the course and exam, you will receive a personalized certificate Put your knowledge and experience to the test. Achieve Customer support Certification and accelerate your career with the included Exam. Can you imagine valuing a book and its course so much that you send the author a *Thank You* email? Tens of thousands of people understand why this is a worldwide best-seller. Is it the authors years of experience? The endless hours of ongoing research? The interviews with those who failed the Exam, to identify gaps in their knowledge? Or is it the razor-sharp focus on making sure you don't waste a single minute of your time studying any more than you absolutely have to? Actually, it's all of the above. This book and its accompanying online course includes new exercises and sample questions never before in print. Offering numerous sample questions, critical time-saving tips plus information available nowhere else, this book will help you pass the Customer support Exam on your FIRST try. How To Get Up to speed with the theory? Buy this. Read it. Do the eLearning Program. And Pass the Customer support Exam.
Service Level Management Complete Certification Kit Comprehensive Study Book And Elearning Program
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Author : Ivanka Menken
language : en
Publisher: Emereo Publishing
Release Date : 2011
Service Level Management Complete Certification Kit Comprehensive Study Book And Elearning Program written by Ivanka Menken and has been published by Emereo Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011 with Computers categories.
The Service Level Manager is responsible for maintaining the service level agreement structure, including SLAs, OLAs and underpinning contracts. The SLM designs, maintains and reviews a structure for the process that covers the interactions of the people involved and the expected content of Service Level Management related documents. The SLM ensures that the repository of Service Level Agreements and supporting documentation is kept up to date and coordinates Service Level review meetings between Service Owners and support teams to review current targets and review Service performance. Throughout this Certified program, you will gain in-depth knowledge of the critical elements of the Service Level Management process, beginning with an introduction to the process, terminology and general concepts. Before delving further into the role of the Service Level Manager, you will get fine-tuned in best practices for creating contracts, working with the service catalog, and, finally, the skills required to create and maintain effective relationships with customers and colleagues. Learn How To: 1. Implement process design improvements identified 2. Collaborate with business and IT Groups to define, document and agree on service levels 3. Ensure that specific and measurable targets are developed for Services 4. Review underpinning contracts for impacts on Service Level Agreements 5. Make sure reports are produced for each service and that breaches of targets are highlighted, investigated and actions are taken to prevent their recurrence 6. Ensure that improvement initiatives identified in service reviews are acted on and progress reports are provided 7. Participate in reviews of service scope, associated, SLO/ SLAs, OLAs and other agreements on a predefined basis 8. Ensure that changes are accessed for their impact on service levels 9. Create and manage input for a Service Level Plan 10. Contribute to projects on details for Service Level Requirements 11. Report service metrics and service improvement initiatives to senior management 12. Build a robust reporting framework that will enable enhanced relationship management, operational efficiency and better monitoring of internal and external resources Boost your career with this book, pass the included certified elearning course, and achieve your Service Level Manager certification. About studying with The Art of Service: Earn your certification on your terms. Whether you choose to learn online or classroom based, you can count on a challenging curriculum and a supportive learning environment. Quality is what you expect. You'll get it-and a whole lot more. Your Education is Top of Mind: As a working student, we know that you're juggling the demands of family and work. So, you'll study online at your own pace. From the day you enroll, you'll see that it's all about you. From your initial direct needs to passing your certification - we help you every step of the way. In addition, you'll enjoy innovative technology. By accessing the online learning system, your book and tests, you'll be learning from techniques that The Art of Service pioneered. An Innovative Approach: Be part of an institution that has grown from an upstart in 1999 to becoming today's leading eLearning provider for IT Professionals. Students study from more than 200 countries. Because you'll be learning from trainers who have real-world experience, you'll be able to apply what you learn in class one day to your job, the next. With learning streams at all levels, you'll have choices and room to grow.
Customer Service Expert Level Full Certification Kit Complete Skills Training And Support Steps To The Best Customer Experience By Redefining And Improving Customer Experience
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Author : Ivanka Menken
language : en
Publisher: Emereo Pty Limited
Release Date : 2009
Customer Service Expert Level Full Certification Kit Complete Skills Training And Support Steps To The Best Customer Experience By Redefining And Improving Customer Experience written by Ivanka Menken and has been published by Emereo Pty Limited this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009 with Business & Economics categories.
This Customer Service Expert Level Certification Kit builds on the knowledge and understanding of, and looking at, the essential skills and qualities required by Customer Service supervisors and managers. More than six out of ten people employed in customer-facing sales and service roles say that their manager's behavior towards them affects the level of customer service they deliver. The behavior of line management has a direct impact on the quality of service and brand experience that is extended to customers. Over three our of ten claim that the relationship with their manager 'always' impacted upon the customer experience they deliver. The relationship between managers and their teams is so bad that one in ten customer-facing workers consider it to be the biggest threat to their job security - as big a worry as the possibility of their jobs being outsourced. There's a host of indications that line managers are not fulfilling their responsibilities towards their teams. In short, managers are not managing. The extent to which managers are reneging on their responsibilities is illustrated by the fact that four out of ten managers communicate with their teams for just 30 minutes or less in an average day. Just over half of managers were found to converse with their teams for an hour a day or less. Given the apparent general lack of communication between manager and team, is it any wonder that the common perception of frontline workers is of individuals ill-equipped to resolve customer issues and unable to effectively communicate an organization's products, services and brand values? More often than not, Customer Service Supervisors and Managers have been promoted up the chain of command, and began in an entry level Customer Service position. Too rarely does this promotion come with corresponding training and support, to ensure our supervisors and managers are equipped to deal with their new role. It is time for a change. This book gives practical, concise help for delivering exceptional customer service: the book and its accompanying eLearning course and Certification paves the way for the Best Customer Experience by Redefining and Improving Customer Experience: An Innovative Strategy by the Industry Leader in Effective Customer Service Training. This book and its accompanying eLearning course covers: The abcs of supervising others, Making the transition, Tips for learning the ropes quickly, Alpha leaders, Team building, Organizational shifts, Types of teams, Defining a team, Team norms, Beckhart's activities, Managing team conflict, Types of conflict, Team member preparation, Team leader's role in managing conflict, Learning to be a leader, What is a learning organization?, Are you a lifelong learner?, Five disciplines, Discipline: personal mastery, Discipline: mental models, Strategies for working with mental models, Discipline: shared vision, Discipline: team learning, Discipline: systems thinking, Coaching customer service staff, Defining coaching - two schools, Coaching skills, Interpersonal communication skills, Critical coaching skills, Powerful questions and active listening, Learning styles and principles, Adult learning principles, The coaching model, Coaching problems, A personal action plan, Motivating your workforce, What is motivation, The carrot, the whip and the plant, Maslow and herzberg's motivational theory, Fear and desire, Setting goals, Work values, What do we value in work?, Managing customer service, Identifying change, Identifying your customers, Creating excellence, Positive responses, Active listening, Effective complaint management, Glossary, Answer guide, Certification, Customer service certification pathway, How does the certification pathway work?, How do i achieve my expert level?, References
Customer Service Intermediate Level Full Certification Kit Complete Skills Training And Support Steps To The Best Customer Experience By Redefining And Improving Customer Experience
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Author : Ivanka Menken
language : en
Publisher: Emereo Pty Limited
Release Date : 2009
Customer Service Intermediate Level Full Certification Kit Complete Skills Training And Support Steps To The Best Customer Experience By Redefining And Improving Customer Experience written by Ivanka Menken and has been published by Emereo Pty Limited this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009 with Business & Economics categories.
Practical, concise help for dealing with customers: The book and its accompanying eLearning course and Certification paves the way for the Best Customer Experience by Redefining and Improving Customer Experience: An Innovative Strategy by the Industry Leader in Effective Customer Service Training. We deal with Excellent, and not-so-good customer service every day. Customer Service is always on the agenda. However, these two words involve so much more than simply serving customers. It is solving problems, reassuring the uncertain, calming the infuriated, finding the lost and fixing the broken. The customer service professional is required to be jack-of-all trades to satisfy the expectations of the customer and promises of the company. Organizations know that their customer service staff are the frontline of their business. Sales positions are no longer filled with the unmotivated, the unfriendly, the unhelpful and the untrained personnel from yesteryear. They are the point of make-or-break sales and there is now a greater emphasis and importance on maintaining and improving high quality customer service and staff. Research has shown highly successful service organizations have lower marketing costs, fewer upset customers and more repeat business - customers are "voting with their feet" which is key when customer loyalty has become obsolete. An added bonus to good service is morale, job satisfaction is higher, and employee absenteeism and turnover are lower. This Customer Service Intermediate Certification Kit builds on the Foundation level, with this specific focus on Customer Service: - Customer Service and Contact Centers - Communication Strategies - Customer Relationship Management - Delivering Presentations and Public Speaking - Customer Service and Sales - Building Relationships with Customers - Customer Service and Retail - Conflict Resolution - Decision Making and Assertiveness
Customer Loyalty Complete Certification Kit Study Book And Elearning Program
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Author : Matthew Cannon
language : en
Publisher: Emereo Publishing
Release Date : 2016-05-13
Customer Loyalty Complete Certification Kit Study Book And Elearning Program written by Matthew Cannon and has been published by Emereo Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-05-13 with categories.
This self-study Exam preparation guide and its accompanying online course for the Customer Loyalty Certification Exam contains everything you need to test yourself and pass the Exam. All Exam topics are covered and insider secrets, complete explanations of all Customer Loyalty subjects, test tricks and tips, numerous highly realistic sample questions, and exercises designed to strengthen understanding of Customer Loyalty concepts and prepare you for Exam success on the first attempt are provided. Included with your purchase: 1. This book 2. eLearning Course Access 3. PDF Course book 4. Exam 5. Upon successful completion of the course and exam, you will receive a personalized certificate Put your knowledge and experience to the test. Achieve Customer Loyalty Certification and accelerate your career with the included Exam. Can you imagine valuing a book and its course so much that you send the author a *Thank You* email? Tens of thousands of people understand why this is a worldwide best-seller. Is it the authors years of experience? The endless hours of ongoing research? The interviews with those who failed the Exam, to identify gaps in their knowledge? Or is it the razor-sharp focus on making sure you don't waste a single minute of your time studying any more than you absolutely have to? Actually, it's all of the above. This book and its accompanying online course includes new exercises and sample questions never before in print. Offering numerous sample questions, critical time-saving tips plus information available nowhere else, this book will help you pass the Customer Loyalty Exam on your FIRST try. How To Get Up to speed with the theory? Buy this. Read it. Do the eLearning Program. And Pass the Customer Loyalty Exam.
Customer Loyalty Programs Complete Certification Kit Core Series For It
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Author : Ivanka Menken
language : en
Publisher:
Release Date : 2012-10
Customer Loyalty Programs Complete Certification Kit Core Series For It written by Ivanka Menken and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-10 with Computers categories.
Investigate the structured marketing techniques known as Loyalty Programs. Discover the ways in which Customer Loyalty Programs reward and encourage loyal consumerism behavior. Get a head start and grasp the concepts of Customer Loyalty Program applications. Become a valued member of your organization by learning the benefits and advantages of implementing Customer Loyalty Programs. This certification validates that you know specific methods, models, and/or tools. This is essential to professionals in order to be updated on the latest multimedia trends, and to add to their Customer Loyalty Programs resource list. The industry is facing a bold, new world with the amazing developments of Customer Loyalty Programs, and the challenges and the opportunities this presents are unprecedented. The Customer Loyalty Programs Complete Certification Kit serves as a complete introductory guide for anyone looking to grasp a better understanding of Customer Loyalty Programs concepts and their practical application in any environment. The Art of Service's introductory Customer Loyalty Programs training and certification helps IT practitioners develop the skills that are crucial, as businesses embark on this massive transformation. It provides an industry credential for any IT professional to help them transform into the world of Customer Loyalty Programs. This training and certification enables you to move both the industry and business forward, and to quickly take advantage of the benefits that Customer Loyalty Program applications present. Take the next step: Get Certified! The Art of Service IT Service Management programs are the #1 certification programs in the information management industry. Being proven means investing in yourself and formally validating your knowledge, skills, and expertise by the industry's most comprehensive learning and certification program. The Customer Loyalty Programs Complete Certification Kit course prepares you for Customer Loyalty Programs Certification. Why register? - Easy and Affordable. - Learning about Customer Loyalty Programs technologies has never been more affordable. - Latest industry trends explained. - Acquire valuable skills and get updated about the industry's latest trends right here. Today. - Learn from the Experts. The Art of Service offers education about Customer Loyalty Programs and 300 other technologies by the industry's best. - Learn at your own pace. Find everything right here, when you need it, and from wherever you are. What will you learn? - Learn the important concepts, advantages, and uses of Customer Loyalty Program implementation. - Learn about the implementation of various Loyalty and Retention Programs. - Examine the processes of Loyalty Models and Marketing techniques. - Learn about the importance of Customer Loyalty for any business. - Know how to recognize advantages and benefits of Loyalty Programs through the examination of case studies. Course Outline The topics covered in this course are: - Loyalty Models and Marketing - Customer Loyalty - Loyalty Programs - Loyalty Case Studies - Retention Programs - Loyalty Cards - Reward Programs Contact Hours: The recommended minimum contact hours to pass the certification test is 18 hours. Delivery: The program combines presentations supported by trainer audio. Each module is followed by quizzes and exercises (marking scheme provided) to test your knowledge and competency, and to enhance understanding of the key concepts. A certificate is awarded to your successful passing of the final exam (80% pass requirement) and completion of the course. This is an eLearning Program. Your access details to the eLearning course are in the book. Program Materials: - Multimedia presentations - Downloadable resources (PDF documents) - End of module review questions to assess your content knowledge