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CCXP Certification Bundle (English,Arabic)
Contact information
Introduction
Course Overview
Overview of Study Materials
Customer Support Standards
Module 1: Introduction to Professional Customer Support
1.1 The Importance of Professionalism in Customer Support
1.2 Overview of CCXP Standards
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Module 2: Standards for Dealing with Customers Through Chat
2.1 First Impressions and Tone
2.2 Active Listening and Understanding Customer Needs
2.3 Clarity and Conciseness in Responses
2.4 Professional Language and Grammar
2.5 Timeliness and Efficiency
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Module 3: Problem-Solving and Handling Difficult Customers
3.1 Managing Complaints and Issues Professionally
3.2 Providing Solutions and Follow-Up
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Module 4: CCXP Best Practices and Chat Etiquette
4.1 Customer-Centric Communication
4.2 Adhering to Privacy and Security Guidelines
4.3 Continuous Improvement and Feedback
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Module 5: Case Studies and Real-Life Scenarios
5.1 Case Study: Handling a Complex Customer Issue via Chat
5.2 Practice Exercises: Common Scenarios in Chat Support
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Module 6: Conclusion and Certification Preparation
6.1 Reviewing Key Takeaways
6.2 Preparing for Certification
Customer Insights & Understanding (22%)
Customer Research Methods
Customer Segmentation & Personas
Journey Mapping & Touchpoints
Customer Emotions & Behavioral Analysis
Voice of the Customer (VoC) Programs
Customer Experience Strategy (20%)
Aligning CX Strategy with Business Goals
Developing Customer-Centric Objectives
Building a CX Vision & Roadmap
Stakeholder Engagement & Buy-in
Competitive Benchmarking & Market Positioning
Metrics, Measurements & ROI (20%)
Key CX Metrics: NPS, CSAT, CES
Linking CX Metrics to Business Outcomes
Advanced Analytics for CX Measurement
ROI Calculation for CX Initiatives
Continuous Monitoring & Reporting
Design, Implementation & Innovation (19%)
Customer Journey Mapping & Design Thinking
Service Design & Prototyping
Agile Implementation of CX Initiatives
Leveraging Technology & Innovation in CX
Co-Creation with Customers
Culture & Accountability (19%)
Building a Customer-Centric Culture
Leadership’s Role in CX Transformation
Empowering Employees to Deliver CX Excellence
Creating Accountability Systems
Cross-Functional Collaboration & Alignment
Module 5: Case Studies and Real-Life Scenarios
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