ACS 100 — Foundations of Customer Service

• 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

• Define characteristics of exceptional customer service and explain why providing exceptional customer service is a top priority for many financial services companies.
• Describe the knowledge and skills that service providers should possess to provide exceptional customer service, the challenges they confront, and the benefits to the company of exceptional customer service.
• Describe how financial services companies gather performance information using customer satisfaction surveys, observation, monitoring, mystery shoppers, and complaint monitoring.
• Identify and describe various forms of technology that financial services companies use to share and manage customer service information, including computer networks, knowledge management systems, databases, document management systems, and automated workflow systems.
• Describe the steps service providers can take to best manage and resolve potential conflicts presented by upset or difficult customers.

Course Format

Course Portals include the following elements:

• All the assigned study materials needed for the course
• Interactive Practice Questions and Sample Exams
• Recommended study plans to help you set goals and manage your study schedule
• Additional media and features to help in the study and review process

Exam Format

The ACS 100 proctored exam has 60 questions and a time limit of 2 hours. The exam is available in LOMA's computerized/I*STAR format.

Study Materials

Foundations of Customer Service (LOMA, 2015)
ISBN 978-1-57974-448-9

Test Preparation Guide for ACS 100 (LOMA, 2015)
ISBN 978-1-57974-449-4

Foundations of Customer Service, Third Edition (LOMA, 2015)
ISBN 978-1-57974-448-9
PBD Order # 100-10-15

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• Email: LOMABooks@loma.org

Pricing

See North American course pricing.

Enrolling in Courses With Proctored Exams

LOMA requires proctored examinations for some of its professional designation courses. Proctored examinations are administered through our online testing system:

• Computerized/I*STAR exams

Proctored exams are administered in LOMA member organizations and in independent testing locations around the globe. LOMA exams vary in length from 2 – 3 hours. Consult the Designation Study Materials Roadmap for specific information about the form and length of your exam.

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