CX Touchpoints Group
Customer Service Junior Practitioner
About the program
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 starting point for anyone willing to develop their customer service skills.
- Program level: Level I Certification
- Certifying body: CX Touchpoints Group
Study Modules:
Module 1: Understanding the concept of customer service.
Module 2: Understanding customer needs and how to create value for customers.
Module 3: Mastering customer service best practices and professional ethics.
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: Customer Service Junior Practitioner Certification. 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: 100,000F (€150)
[The Registration fee of 10,000F must be paid to book for the training. The remaining 90,000F can be paid at latest 1 week after the start of the program]
Upcoming Training Dates
March Session
Session Dates
- Module 1: 05.03.22
- Module 2: 12.03.22
- Module 3: 19.03.22
- Online (11:30 – 2:30 GMT+1)
- Face-to-face (Douala Only) (8:30 – 11:30 GMT+1)
- Language of Instruction : English
- Registration dateline: 20.02.2022
- Certification Exam: 02.04.2022
April Session
Session Dates
- Module 1: 09.04.22
- Module 2: 16.04.22
- Module 3: 23.04.22
- Online (11:30 – 2:30 GMT+1)
- Face-to-face (Douala Only) (8:30 – 11:30 GMT+1)
- Language of Instruction : French
- Registration dateline: 20.03.2022
- Certification Exam: 07.05.2022
May Session
Session Dates
- Module 1: 07.05.22
- Module 2: 14.05.22
- Module 3: 21.05.22
- Online (11:30 – 2:30 GMT+1)
- Face-to-face (Douala Only) (8:30 – 11:30 GMT+1)
- Language of Instruction : English
- Registration dateline: 20.04.2022
- Certification Exam: 04.06.2022
June Session
Session Dates
- Module 1: 11.06.22
- Module 2: 18.06.22
- Module 3: 25.06.22
- Online (11:30 – 2:30 GMT+1)
- Face-to-face (Douala Only) (8:30 – 11:30 GMT+1)
- Language of Instruction : French
- Registration dateline: 30.05.2022
- Certification Exam: 02.07.2022
Other Programs
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.
Customer Service Junior Practitioner Certification (CSJP)
LEVEL I
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.
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.
Certified Customer Experience Manager (CCXM)
LEVEL III
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.
Strategic Customer Experience Management Plan- Certification
LEVEL IV
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.
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.
