Fundamentals of Customer Engagement: CPIBPO119 (Customized Certification)
Issued by
HEART NSTA Trust
Achievers of the Fundamentals of Customer Engagement badge possess an awareness of the occupational health and safety issues within the customer engagement environment. These candidates are efficient users of modern business process outsourcing technologies. They are excellent team players, communicators, critical-thinkers, problem–solvers and are socially aware and appreciative of cultural diversity.
- Type Certification
- Time Days
- Cost Paid
Skills
Earning Criteria
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This individual has completed an assessed role-play and discussion on ethical considerations.
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This individual has completed Drill and Practice for Keyboarding Skills.
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This individual has completed an assessed demonstration of multitasking skills (telephone and keyboarding) and handling inbound/outbound customer engagement.
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This individual has completed an assessed demonstration of handling emotional triggers via a Simulation Exercise that includes vocal technique & listening skills assessments.
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This individual has evaluated a case study and completed a discussion focusing on cultural sensitivity and cooperative learning.
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This individual has completed a role-play discussion in Consumer Behaviour.
Standards
This unit deals with the knowledge, skills and attitudes required to work cooperatively with others and deal effectively with issues, problems and conflict
This unit deals with the skills and knowledge required to participate in customer engagement operations. It includes relating own role to customer contact operations, reflecting on personal performance, maintaining a professional approach to employment and working in teams.
This unit deals with the knowledge, skills and attitudes required to observe ethical practices. It includes protecting the interest of customers; making correct representation and maintain good work practices
This unit deals with the knowledge, skills and attitudes required by employees to comply with occupational safety and health procedures in the workplace. It includes following safe work practices; maintaining personal safety standards; assessing risk; and following emergency safety procedures.
This unit deals with the knowledge, skills and attitudes required to develop basic keyboarding skills using touch-typing techniques in a broad range of settings. It applies to individuals who perform a range of mainly routine tasks and generally work under direct supervision using limited practical skills and fundamental knowledge.
This unit deals with the knowledge, skills and attitudes required to participate in customer engagement operations. It includes relating own role to customer engagement operations; reflecting on personal performance; maintaining a professional approach to employment
This unit deals with the knowledge, skills and attitudes required to participate in customer engagement operations. It includes relating own role to customer engagement operations; reflecting on personal performance; maintaining a professional approach to employment.
This unit deals with the knowledge, skills and attitudes required to deliver all aspects of customer service at an introductory level. It includes creating a relationship with customers, identifying their needs, delivering services or products and processing customer feedback.
This unit deals with the knowledge, skills and attitudes required to handle communication between and within different cultural contexts that may involve the skill of accent neutralization as well as other communication competencies
This unit deals with the knowledge, skills and attitude required for the development and use of emotional intelligence to increase self-awareness, self-management, social awareness and relationship management in the context of the workplace.
This unit deals with the knowledge, skills and attitude required to work respectfully with people from diverse social and cultural groups and the awareness required for effective communication and cooperation with persons of diverse cultures