Customer Service Professional

Creating a Customer Service Culture

Setting Customer Service Standards

Building Effective Customer Service Teams

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Certified Customer Experience Professional

Course Credit: One semester career elective

Course Outline

1. Engagement Through Customer-Centricity

2. Customer Service Employee Relations

3. Organizational Adoption & Accountability with Customers

4. Customer Insight & Understanding

5. Customer Experience Design & Improvement

6. Customer Service Metrics, Measurement & ROI

7. Customer Experience Strategy

Course Topics

About the CCXP Exam

The CCXP exam is used to provide professional certification to those working in the field of customer service and experience. The exam covers six competencies that include: customer-centric culture; organizational adoption and accountability; VOC, customer insight and understanding; experience design and improvement; metrics, measurement and ROI; and customer experience strategy.