CX Touchpoints Group
Customer Service Certification Programs
quick facts
About our Certification Programs
While each level can be taken independently it is recommended that you evolve through the levels as the knowledge of each level builds on what you acquired in the previous level.
You can begin the programs at anytime. It is also possible to study online with our recorded or live sessions or in person in any of our training centers.
The different certification programs are filled with practical cases that prepare you for real world customer service scenarios. The focus is on giving you hands-on skills for better performance.
Whether you are studying face-to-face or from a distance, our dedicated team and trainers are there to assist and guide you through the program.
CERTIFICATION PROGRAMS
Building your
Customer Service Skills
We offer 4 customer service certification programs , at 4 different skill levels. These different skill levels (1-4) indicate the difficulty level, with the knowledge in each level building on the competences acquired in the previous level.
LEVEL I
Employee Customer Service Training
Delivery: Online , Face-to-face, Blended learning.
Average Duration: 4 Weeks.
Modules:
– Understanding the concept of customer service.
– Understanding customer needs and how to create value for customers.
– Mastering customer service best practices and professional ethics.
Average Cost (Online)
- €100
- XAF 65000
- ₦ 48700
- ksh 12800
- GH₵690
This training covers 3 core modules that give you a foundation in what customer service is, how to create value for customers and the customer service code of conduct. This is the recommended start point for anyone willing to develop their customer service skills.
LEVEL II
Certified Customer Experience Management Professional (CCXMP)
Delivery: Online, Face-to-face, Blended learning.
Average Duration: 8 Weeks.
Modules:
– Introduction to Customer Service.
– Customer-Centric Culture.
– Know Your Customer (KYC).
– Communication Skills for CX.
– Customer Experience Models.
– Digital Customer Experience.
– CX Metrics, Measurements and ROI.
– Employee Experience & CX Code of conduct.
Average Cost (online)
- €670
- XAF 300,000
- ₦ 228,600
- ksh 60110
- GH₵3230
Cost for face-to-face training may vary.
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.
LEVEL III
Agile Customer Experience Management Certification
Delivery: Online, Face-to-face, Blended learning.
Average Duration: 8 Weeks.
Prerequisite: Level II
Modules:
Provided on request.
Provided on request
This training covers 8 core modules that give you an in-depth mastery of techniques of planning, deploying, measuring and managing customer experience programs. It provides you with hands-on competencies to lead a CX Team within a customer-centric organisation.
LEVEL IV
Strategic Customer Experience Management Plan- Certification
Delivery: Online , Face-to-face, Blended learning.
Average Duration: 8 Weeks.
Prerequisite: Level III
Modules:
Provided on request.
Provided on request
This document which is divided into 8 sections can serve as a customer experience management and strategy implementation framework. It covers the different stages of the customer life cycle with emphasis on strategic actions at each stage and practical tools for achieving them.
Customer Service Career Development Program
The customer service career development journey defines the milestones that can be achieved on the path to becoming a customer experience leader.
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.
