ACS 100
provides a comprehensive introduction to customer service in a financial
services environment. the course explores the knowledge and skills
employees need to understand and deliver exceptional customer service.
Topics
Covered:
- Introduction to Customer Service
- Exceptional Customer Service
- The
Customer-Centric Organization
- Organization
and Teamwork in Customer Service
- Customer
Service Processes and Measurement
- Better
Customer Service Through Technology
- The
People Who Drive Customer Service: Selection and Training
- The
People Who Drive Customer Service: Evaluation and Motivation
- Understanding
Customer Expectations
- Customer
Service and Communication
- Effective
Communication
- Listening
to and Understanding Customers
- Interacting
with Customers
- Succeeding
in Customer Service
How
to Enroll
Simply log in to
LOMANET, LOMA’s internet-based system that allows students and
training administrators to access student information, monitor progress,
and enroll for exams. New student? Visit LOMANET at www.lomanet.org
and create an account today!
Ordering
Study Materials
To order course material
contact:
PBD Worldwide Fulfillment Services
Order online! www.pbd.com
Tel: 1-800-887-3723 or 770-280-4178
Fax: 770-280-4150
E-mail: LNH@pbd.com
Textbooks for this course:
Foundations
of Customer Service
(LOMA, 2009);
ISBN
printed on textbook: 978-1-57674-323-4
ISBN
should read: 978-1-57974-323-9
PBD
Order # ACS 100-10-09
Test Preparation Guide for ACS 100 (LOMA, 2009);
ISBN
printed on TPG: 978-1-57974-324-2
ISBN
should read: 978-1-57974-324-6
PBD
Order # ACS 100-40-09
ACS
Designation Program
LOMA's Associate, Customer Service (ACS)
Program allows you to select courses from several "line of
business" tracks, so you can tailor the designation to your career
objectives. Each track of the ACS Program consists of five courses: three required courses and two elective
courses from a specified set of electives.
Click on the links below to learn about
specific requirements of each of the following tracks.
For More
Information
Contact your company’s LOMA Educational Representative or contact LOMA's Office of the
Registrar.
LOMA's Office of the Registrar
Phone: 800-ASK-LOMA (Option 1) / 770-984-3761
Fax: 770-984-6415
E-mail: education@loma.org
Go to the ACS main page
Download
the LOMA Education and Training Catalog
|
