Organizer: Hunan New Oriental Education and Training Center. This center is a provincial-level training institution approved and supervised by Hunan Provincial Department of Labor and Social Security, and a pilot training institution designated by Hunan Provincial Customer Service Management Professional Qualification (Xiang Lao She Han [2007] 126). With the advantages of sufficient class hours, strict management, authoritative teachers, responsible teaching and high qualified rate, it has achieved good social response and accumulated very rich experience in examination and training teaching.
In order to improve the management level of enterprise customer service personnel, implement the professional qualification certificate system for employees, and comprehensively improve the comprehensive quality of customer service management personnel, according to the requirements of the Vocational Skills Appraisal Bureau of the Ministry of Labor and Social Security and the Vocational Skills Appraisal Bureau of the Hunan Provincial Labor and Social Security Department on publishing the schedule of the 2008 national unified vocational qualification examination in Hunan Province, and to organize the pilot examination training in Hunan Province, relevant matters are hereby notified as follows:
First, the examination training object: the relevant competent personnel of government departments; Directors, managers and related personnel of the company's customer service and marketing department; Responsible persons, managers and related personnel of enterprise customer service centers, telephone hotlines and telephone sales departments; Directors, managers and related personnel of the enterprise customer relationship maintenance and objection handling department; Supervisors, managers and related personnel of enterprise relationship management projects that have compiled or implemented customer relationship management software; Engaged in customer service, marketing, sales and other business personnel. , people who use customer relationship management methods and techniques and directly or indirectly contact customers; Other professionals interested in customer service management.
Two. Registration conditions: (Anyone who meets one of the following conditions and has obtained Hunan Vocational Training Certificate can register)
1, and has been engaged in this occupation continuously for more than 13 years.
2. Have a college degree and have been engaged in this occupation for more than 8 years.
3. Having worked in this occupation for more than 5 years after obtaining the undergraduate diploma.
4. After obtaining a master's degree or above, he has been engaged in this occupation for more than 2 years.
Third, the training objectives:
Through systematic training and study of customer service managers, qualified personnel should not only have good professional ethics, solid and comprehensive marketing-related knowledge, but also master:
1. Maintain and consolidate the relationship between enterprises and customers, especially big customers, and constantly improve the service level of enterprises.
2. Continuously collect the latest and most complete customer information for the enterprise, and conduct detailed analysis and processing to improve the information management ability of the enterprise.
3. Use clever customer complaint handling skills to eliminate misunderstandings between enterprises and customers, achieve mutual understanding, and create the best business environment for enterprises. 4. Do a good job in service quality management, enhance customer loyalty, win the trust and support of customers, and lay a good foundation for sales activities.
5. By establishing an advanced call center system, we can effectively provide customers with high-quality, efficient and all-round services, coordinate internal management of enterprises and improve service efficiency.
6. Actively cooperate with the sales and after-sales service management of enterprises, which plays a good supporting and auxiliary role in improving customer satisfaction and enterprise profit level.
Meet the requirements of the national professional standards for customer service managers; Passed the national unified appraisal examination and obtained the only national legal professional qualification certificate of customer service manager (Grade II).
Four. Contents of training and examination:
Introduction to customer service management, customer development management operation, channel customer management operation, customer promotion management operation, customer credit management operation, customer relationship management operation, customer service management operation, customer trading account management, customer information file management, product logistics distribution management, relevant laws and regulations, honesty and moral education, investigation, promotion, negotiation, contract and business documents. According to the requirements of "National Professional Standards for Customer Service Managers" and the contents of "Customer Service Manager Course", combined with the latest concepts and management technologies of modern customer service management, modular teaching (general knowledge, practical knowledge and practical skills) is adopted; The whole training process focuses on improving comprehensive ability.
Verb (abbreviation of verb) training materials:
Teaching materials such as customer service manager training courses; Our center will distribute relevant supplementary materials free of charge.
Six,
1, training methods: face-to-face, case analysis, mock exam, online tutoring after class, free distribution of materials, and general review before the exam.
2. Welcome relevant units and schools to sign up for the training collectively, and the collective registration can give appropriate discounts to the training fees according to the unified regulations of our center; At the same time, relevant units and schools are welcome to cooperate in organizing training. Old students in our center (those who have participated in vocational qualification training in our center) and those who have obtained the third-level qualification can enjoy preferential treatment in accordance with the unified regulations of our center.
3. Main class time: Saturday and Sunday during the day. Please refer to the specific arrangement of Hunan Examination Training Network for the training time of each period. Students who fail the first exam can attend the next training class for free.
VII. Instructions for registration:
1, 8: 30 am-6:00 pm every day, during the day and at noon on weekends.
2. Training and registration are carried out at the same time. When registering, please submit two two-inch photos with the same background, three one-inch photos, a copy of ID card, a copy of education certificate and a copy of relevant work experience certificate issued by the unit; And fill in the "National Vocational Qualification Unified Examination and Training Declaration Form" (this form can be downloaded and filled out from Hunan Examination and Training Network). In addition: take digital photos in the office of the center when registering (get the admission ticket).
Eight, examination and assessment:
The professional qualification examination and assessment of customer service managers are organized by the Hunan Provincial Department of Labor and Social Security. The examination is divided into three parts: theoretical knowledge (including professional ethics) examination, professional ability examination and comprehensive evaluation (writing papers and defending), in which professional ethics 10, theoretical knowledge 90; Professional ability 100; Comprehensive evaluation 100. 60 points in each of the three parts of the exam are qualified. Take closed-book written test, simulation operation and other assessment methods. Single subject qualified score line is valid within one year.
Nine, policy treatment:
Anyone who has obtained the professional qualification certificate of customer service manager shall enjoy the corresponding allowance according to the spirit of the document of Hunan Provincial Department of Labor and Social Security and Hunan Provincial Department of Finance (Xiang Lao She Zheng Zi [2006] No.22). The standard is: "Those who have obtained the professional qualification certificate of technician (national professional qualification level I) and work in the corresponding post may receive the allowance according to the standard of not less than 150 yuan/month."