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 exam has 60 questions and a time limit of 2 hours. The exam is available in I*STAR and Paper Exam formats.

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

Optional printed textbook (not included in bundled fee).

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

Ordering printed study materials

Most Course Portals include online access to the course’s study materials and do not require purchase of additional printed study materials. However, you can order printed study materials for some designation courses (for an additional cost) via LOMA’s learning system. Please consult our Textbook Order Information Sheet for more details on how to place your order.

• Download the Textbook Order Information Sheet
• Log in to the learning system to order printed study materials

If you have questions about your order or about LOMA textbooks, please contact us.

• Tel: 770.984.3767
• Email: LOMABooks@loma.org

How to Enroll

Enrolling in Courses With Proctored Exams

LOMA requires proctored examinations for some of its professional designation courses. Study materials for these courses are delivered via online course portal, which also includes enrollment in one of our proctored exam options for the course.

Proctored examinations can take one of two forms:

Computerized/I*STAR exams

Paper Exams (for select courses; typically administered twice yearly on specified examination dates)

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.

Enrollment Step-by-Step

1. Log in to your LOMA Learning account using your login ID and password.
2. Browse the Learning Catalog for the course in which you would like to enroll.
3. Select ADD TO CART next to the items in which you would like to enroll.
4. Choose Exam Type — you must choose between I*STAR or (if available) Paper Exam enrollment.
• Select Exam Site — your company’s primary exam site (if applicable) will appear on the screen. To see other available exam sites, click “Search.”
• Note for independent students: Click “Include 3rd party exam sites” to find open exam sites offered by other companies. More information about Independent Student enrollment. When you have selected an exam site, click “Save.”
5. Return to the catalog to continue searching for courses and add additional items to your shopping cart, or click the shopping cart to check out.
• If you have not already done so, you will be prompted to log in to the LOMA learning system at this time. Once you have successfully logged in, click the shopping cart again to begin the checkout process.
6. Review your shopping cart. Click CHECK OUT to proceed.
7. If you are purchasing a physical product (example: a textbook), complete the SHIPPING information screen.
8. Enter payment information.
• If your company has set up direct billing with LOMA, an account code will appear next to the “Bill My Company” field.
• If you are using direct-to-company billing method, ensure that the radio button next to the “Bill My Company” field is selected and then click “Next” to continue.
• If you are paying for your enrollment by credit card, enter all of the required fields for a credit card transaction. Once you have provided all of the required information, click “Next” to continue.
9. Review your order, accept LOMA’s Terms and Conditions, and click BUY NOW. An enrollment confirmation will be emailed to you.