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ACS 100 — Foundations of Customer Service

Course Type: Traditional Designation Course
Topics: Customer Service
Designations: ACS, AIAA, LCIC, PFLP, PFSL
Language: Chinese (simplified), Chinese (traditional), English, French, Korean, Portuguese, Spanish


Overview

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

  • 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 and Perceptions
  • Customer Service and Communication
  • Effective Communication
  • Listening to and Understanding Customers
  • Interacting with Customers
  • Succeeding in Customer Service

Chapter 1: Introduction to Customer Service

Who is the Customer?

Individual Customers and Organizational Customers

External Customers and Internal Customers

Intermediaries and Business Partners

What is Customer Service?

Value-Added Customer Service

Moment of Truth

Customer Service in the Financial Services Industry

Who Provides Customer Service?

Direct Customer Service Providers

Indirect Customer Service Providers

Chapter 2: Exceptional Customer Service

Characteristics of Exceptional Customer Service

Organizational Components

Individual Service Providers

Why Provide Exceptional Customer Service?

Customer Retention and Loyalty

Benefits of Exceptional Customer Service

Challenges of Customer Service

Challenge No. 1: The Customer Service Experience

Challenge No. 2: The Nature of Financial Products

Challenge No. 3: The Changing Financial Services Landscape

Challenge No. 4: Present Cost of Service vs. Possibility of Future Profit

Challenge No. 5: Knowing Who the Customer Is

Chapter 3: The Customer-Centric Organization

Customer Service and Corporate Culture

Types of Corporate Culture

Factors That Affect Corporate Culture

Changing to a Customer-Centric Culture

Customer Service Strategic Planning

Developing a Corporate Strategic Plan

Developing and Implementing a Customer Service Strategic Plan

Customer Access Strategy

Customer Relationship Management

Customer Service: An Enterprise-Wide Function

How Customer Service Affects and Supports Other Activities

How Other Activities Affect and Support Customer Service

Chapter 4: Organization and Teamwork in Customer Service

Organizational Structure

Tall Organizational Structure

Flat Organizational Structure

Types of Management Systems

Organization and Operation of Work Groups

Traditional Teams

Semiautonomous Teams

Self-Directed Teams

What Work Groups Do

Functional Work Teams and How They Are Organized

Customer Service Work Teams

Quality Circles, Problem-Solving Teams, and Cross-Functional Teams

Special Organizational Arrangements

Outsourcing Customer Service Functions

Virtual Work Teams

Making Work Teams Work

Team Mission Statement

Team Compact, Roles and Responsibilities, and Code of Conduct

Stages of Team Development

Effective Customer Service Team Leaders

Effective Customer Service Team Members

Chapter 5: Customer Service Processes and Measurement

Customer Service Processes

Receiving and Routing Requests

Fulfilling Requests

Handling Complaints

Documenting and Sharing Information

Compliance and Liability Issues

Successful Customer Service Processes

Process Management

Who Is Involved in Process Managment?

Resource Analysis

Workflow Analysis

Performance Measurement

Attributes of Effective Performance Measurement

Qualitative and Quantitative Performance Measurement

Communicating and Using Performance Measurement Results

Internal Standards, Industry Standards, and Universal Standards

Performance Measurement Techniques

Chapter 6: Better Customer Service Through Technology

Using Technology to Manage Customer Service

Planning

Routing Customer Communications

Monitoring and Measuring

Usinge Technology to Share Customer Service Information

Computer Networks

Knowledge Managment Systems

Databases

Document Management Systems and Automated Workflow Systems

Using Technology to Deliver Customer Service

Telephone-Related Technology

Internet-Based Technology

Challenges of Techology

Privacy and Security

Impact on Service Providers

Need for Information Technology Support

The Rapid Pace of Change

Chapter 7: The People Who Drive Customer Service: Selection and Training

Qualifications of Customer Service Professionals

Selecting Customer Service Professionals

Preemployment Screening Tests

Personal Interviews

Background Checks

Customer Service Training, Education, and Career Development

Types of Training Programs

Training Methods

Education

Career Development

Chapter 8: The People Who Drive Customer Service: Evaluation and Motivation

Customer Service Evaluations

Performance Evaluation Methods

Guidelines for Performance Evaluations

Monitoring

Motivating Customer Service Professionals

Financial Rewards

Nonfinancial Rewards

Chapter 9: Understanding Customer Expectations and Perceptions

Customer Expectations

Customer Perceptions

Reliability

Assurance

Empathy

Responsiveness

Tangible Factors

The Service Gap: When Expectations and Perceptions Differ

Customer Service Research

Qualitative Research

Quantitative Research

Chapter 10: Customer Service and Communication

The Communication Process

Elements of the Communication Process

What Can Go Wrong in the Communication Process?

Verbal Communication

Setting a Positive Tone

Achieving Clarity

Nonverbal Communication

Problems Associated with Nonverbal Communication

Voice

Space

Touch

Time

Body Language

Cross-Cultural Communication

Chapter 11: Effective Communication

Face-to-Face Communication

Preparation

Professional Appeareance

Business Etiquette

Telephone Communication

Preparation

Staying Focused

Making a Positive Impression

Handling Inbound Telephone Calls

Making Outbound Telephone Calls

Other Telephone Activities

Written Communication

Prewriting

Clarity

Proofreading

Choosing a Format for Written Communication

Chapter 12: Listening to and Understanding Customers

What Causes Misunderstandings?

Selective Perception

Fundamental Attribution Error

Projection

Stereotyping

Improving Your Active Listening Skills

Focus on the Speaker

Be a Listener, Not a Speaker

Avoid Interrupting without a Good Reason

Don’t Take Negative Comments Personally

Listen to the Whole Message

Listen Critically

Techniques to Improve Understanding

Paraphrasing

Questioning

Chapter 13: Interacting with Customers

Customer Behavior

Transactional Analysis

General Patterns of Behavior

Responding to Customers

Explanation

Persuasion

Negotiation

Working with Upset Customers

Recognize the Customer’s Feelings

Empathize and Apologize

Determine the Facts

Find an Appropriate Solution

Managing Conflict

Interacting with Difficult Customers

General Guidelines for Interacting with Customers

Chapter 14: Succeeding in Customer Service

Planning for Success

Managing Your Time

Time-Management Styles

Using a Priority List

Understanding and Coping with Stress

What Is Stress?

Coping with Stress

Taking the Initiative

Glossary

Index

Course Format

Study materials include print textbooks and Test Preparation Guides (TPGs) with printed and electronic versions of the course's Practice Questions and Sample Exam. Enrollment for an I*STAR, Prometric or Paper exam is purchased separately through LOMANET.

Exam Format

The ACS 100 exam has 75 questions and a time limit of 3 hours. The exam is available in I*STAR, Prometric and Paper Exam formats.

Study Materials

Foundations of Customer Service (LOMA, 2009)
ISBN 978-1-57974-323-9
PBD Order # 100-10-09

Test Preparation Guide for ACS 100 (LOMA, 2009)
ISBN 978-1-57974-324-6
PBD Order # 100-40-09

LOMA's traditional-access designation courses teach industry topics using printed study materials and proctored examinations. Study materials include print textbooks and Test Preparation Guides (TPGs) with printed and electronic versions of the course's Practice Questions and Sample Exam.

Ordering printed study materials

For the United States and Canada, you can order study materials for designation courses through PBD by using the form and information below:

PBD Worldwide
P.O. Box 930108
Atlanta, Georgia 31193-0108
Tel: 1-800-887-3723 or 770-280-4178
Fax: 770-280-4150
E-mail: LNH@pbd.com
Website: www.lomabookstore.com

Additional textbook order forms

Forms include applicable mailing and contact information

Note: Most of the courses require a textbook and a Test Preparation Guide (TPG). Be sure to order all assigned materials as listed in the Education and Training Catalog. Students are responsible for ordering the correct study materials.

How to Enroll

Traditional Course Access

LOMA's traditional-access designation courses teach industry topics using printed study materials and proctored examinations. Study materials include print textbooks and Test Preparation Guides (TPGs) with printed and electronic versions of the course's Practice Questions and Sample Exam. Enrollment for an I*STAR, Prometric or Paper exam is purchased separately through LOMANET.


Course Comparison Chart

Trying to decide between the traditional-access and highly interactive online versions of the ACS courses?

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