Compliant to ISO 17024:2012

Professional certificate in Customer Experience outline for call center

Professional certificate in Customer Experience outline for call center

This certification identifies professionals that have reached an essential standard of customer service & sales focused competency in dealing with customers over the phone. The participants of this workshop will develop the necessary knowledge and skills to work in an inbound or outbound service industry.

The program introduces customer experience professionals to the essential and fundamental soft-skills elements associated with superior call and service management. The Certified Customer Experience Professional Program consists of modules that teach participants essential skills which is vital in their roll such as essential communication, call management, call courtesy, call accuracy, professional customer service & selling principles
and concepts.

Additionally, it provides the participants with an understanding of the analytical process for solving problems and selling to customers.

Proposed modules
  1. 1
    Module 1: Introduction to Today’s World Class Customer Experience
    • Understanding the Role and Benefits of the Contact Center
    • Delivering Exceptional Call and Service Management – “Passion to Exceed Customer Delight”
    • Creating the 4 Levels of Service to ‘Wow’ the Customer
  2. 2
    Module 2: Customer Experience Professional Competency
    • Developing the KSAH of Effective Customer Experience Professionals
    • Developing Confidence and Rapport Building Skills
    • Understanding Your Style from Personality Profiling: DiSC
  3. 3
    Module 3: Communication

    Executing Exceptional Communication to Create First and Lasting Impression

    Understanding the Communication Model and Process Developing Listening  and Questioning Skills


    • Value of Service 
      • Who is the customer?
      • What are customer imperatives?
      • Customer Relationships
      • Customer’s Exemplify Success
      • You ought to make the difference
    • Conversation Cycle 
    • Questioning Techniques & Complaint Management
      •  Necessary Skills & Qualities
      •  Building Rapport
      •  Maintaining Control & Empathy
      •  Establishing Customer Needs
      •  Defusing difficult customer emotional responses
      •  Achieving a win/win outcome
  4. 4
    Module 4: Managing Difficult Customers
    • Understanding What Causes Conflict and the Stages of Conflict Dealing with Difficult Customers – The HEAT Approach
    • Practicing Transparency with Customers
  5. 5
    Module 5: Understanding Why Customers Contact You
    • As a starting point to reducing call volumes, participants will gather top reasons why customers are calling in. They will also explore the nature of calls and categorize relevant and irrelevant calls.
  6. 6
    Module 6: Mapping the Customer Journey & Identifying Pain Points
    • This topic centres around customer experience and empathy. Participants will have to think about the customer journey and track the origins of the inbound calls in the contact centre and track the end to end customer journey. Participants will evaluate how easy it is for the customer to contact the organization at every stage of the journey, the information they receive and where customers find out where to interact with the organization.
  7. 7
    Module 7: Predicting Customer Behaviours
    • It is said that better planning can support a reduction in inbound calls by reducing abandoned calls and repeat calls. Participants will look at different reasons why abandoned calls happen and why there are repeat calls. They will then think about how the contact centre can proactively manage or control these scenarios. They will be given different scenarios as examples to illustrate the topic better.
  8. 8
    Module 8: Business Etiquette & Interpersonal Communications Skills
    • Understanding Etiquette
    • Respect 
    • Interpersonal Skills in the workplace
    • Awareness of Self & others
    • Effective Communication Skills
  9. 9
    Module 9: Verbal & Non-verbal Communication (Body Language)
    •  Forms & Methods of Communication
    •  How does the environment communicate?
    •  Communication Styles
    •  Barriers to Communication
    •  Active Listening
    •  Voice, Tone & Projection
    •  Body Language
  10. 10
    Module 10: Strategic Positioning and Propositions
    • Identifying Unique Features, Differentiated Advantages and Promised Benefits
    • Creating Attention, Interest, Desire and Action in Customer (AIDA) Performing the “MILLION DOLLAR PITCH”
  11. 11
    Module 11: Introduction to Words and Sentences
    • Word classes Parts of speech
    • Direct and indirect objects
  12. 12
    Module 12: Fundamentals of Grammar
    • Introduction to grammar
    • Identifying grammar-parts of speech
    • Understanding the function of grammar
  13. 13
    Module 13: Question & Answer
    • Identifying questioning tags
    • Making questions – WH questions Responding tactics
  14. 14
    Module 14: Overview of Verb Tenses
    • Master These Simple Rules Past, Present and Future
    • Only The Essentials But Crucial Ones
  15. 15
    Module 15: Business Grammar in Action
    • Effective Business Writing The Beauty of Plain English
    • Understand Targeted Audience The Four-Point Plan

Participants will be evaluated based on certification exam.

Yes I’m Interested

    We focus on accreditation and certification of training programs, recognise continuous professional capacity enhancement by offering certified designated credentialing and consistently share strategic insights, new wave technologies and latest industrial development.


    Convergence Certification and Skill Development Council
    Belehradska 858/23 Prague 2, 120 00
    Czech Republic

    Munies Pillai - Secretary General
    +6012 3242 885
    +65 8747 8735


    +420 257 325 117
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