Customer Experience Practice Exam
Customer Experience
Customer experience has become an essential part of businesses and companies. With the increase in the use of technology, it has become necessary to interact with customers. There are professionals that listen to the customers and provide them with the services like turning in enquiries, customer feedback, retaining customers, etc. It has become necessary to grow your customer service network to understand the needs and expectations of the users and hence led activities for customer satisfaction.
Roles and Responsibilities
Some of the major roles and responsibilities of a customer service professional are as follow:
• Keeping the customers in loopin order to sync with their complaints and demands.
• Focus on retaining customers, serving your audience, or turning inquiries
• Focusing on good customer service is one of the main factors in organizational success.
Who should take the exam?
Students in the management, marketing, or sales related field can take this exam for better job opportunities. It is a good career choice for anyone who wants to experience growth in their career.
Skills Required
• Communication skills
• Empathy
• Self-control
• Basic computer skills
• Taking responsibility
Career Prospects
• People manager
• Social media specialist
• Support specialist
• Guest service agent
• Call centre representative
• Customer service representative
Table of Content
The Customer Experience Exam covers the following topics -
Customer Service
• Who is a customer
• Learning Customer Service Basics
Customer Handling
• Understanding Customer Behaviour
• Learning Customers Expectations
• Learning Building Customer Relationship
Customer Focus
• What is Customer Focus
• Learning Customer Focus Elements
• Learning Customer Focus Levels
Customer Expectations
• What is customer expectations
• Why customer expectations
• Learning Types of Expectations
• Expectations Model
• Managing Expectations
• Learning Customer Latest Expectations
• Getting Customer Feedback
• Handling Customer Expectations
Customer Needs
• Learning Consumer Need
• Understanding Customer Needs
• Hulls Drives Reduction Theory
• Learning Maslow’s Hierarchy of Needs
• McClelland’s Three Needs Theory
• Learning Consumer Motivation Concept
• Values
• Means – End Chain Model
Consumer Perception
• Perception Basics
• Learning Elements of Perception
• Learning The Absolute Threshold
• The Differential Threshold
• Subliminal Perception
• Process of Perception
• What is value?
• Choosing a Value Proposition
• Learning Dynamics of Perception
• Perceptual Organization
• Consumer Imagery
Consumer Attitudes
• Attitudes
• Learning Models of Attitude
• Attitude Formation
• Learning Strategies of Attitude Change
Customer Focused Organization
• Customer Focus Strategies
• Building a Customer Focussed Culture
• Maintaining Customer Focus
• Learning Customer Focus Development
• Developing Customer Orientated Culture
• Learning Checklist for Customer Focus
Customer Focused Interaction
• Social Media
• Applying Knowledge Management
• Using Mobile Technology
• Learning Customer Focused Employees
Customers Listening and Tools
• Customer Complaints
• Learning Complaint Barriers
• Customer Journey Mapping (CJM)
• Voice Of the Customer
• Learning Benchmarking
• Learning Business Performance Measures
Developing skills
• Skills Development
• Learning Public Speaking
• Personality Development
• Learning Self Grooming Tips
• Positive Attitude
• Different Negativities
• Steps to Be Positive
• Positive Behaviour
• Traits for Positive Behaviour
• Behaviour for Successful Sale Person
• Learning Listening skills
• Learning vocal skills
Telephone Usage
• Learning Telephone Manners
• Learning Telephone Etiquettes
• Voice Mail Etiquettes
Team Work
• Formation of a Team
Stress Management
• Learning Consequences of Stress
• Reason/Causes of Stress
• Learning Signs of stress
• Learning Techniques of Stress Management
Time Management
• Learning Time Management Techniques
Negotiation Skills
• Learning Negotiation Basics
• Preparing for the Negotiation Process
• The Seven Basic Steps in Negotiation
• Learning Best Alternative to a Negotiated Agreement (BATNA)
• Learning Tactics for Negotiation Process
Office Communications and Mailing Skills
• Mailing Services
• Learning Addressing Envelopes
• Effective Office Meetings
• Learning Office memos
• Incoming Mail
• Outgoing Mail
• Learning Fundamentals activities of mail handling department
• Mail Automation
Managing Office Records
• Filing and Record Keeping
• Purpose of Record Management
• Learning Features of Effective Record Management
• Information Types
• Information Access
• Learning Type of Files
• Procedure of Classification
• Learning Methods of Filing
• Systems of Filing
Word Processing – MS-Word 2013
• Learning MS-Word Basics
• Working With Documents
• Customize the Word Environment
• Learning Editing a Document
• Formatting Text
• Learning Formatting Paragraphs
• Styles
• Graphics
• Proofing a Document
• Learning Page Formatting
• Macros
• Lists
• References and Citations
• Track Changes
Spreadsheet – MS-Excel 2013
• Learning Excel 2013 Basics
• Workbook and Worksheet
• Manipulating Data
• Learning Worksheet Formatting
• Page Properties and Printing
• Excel Formulas
• Learning Sort and Filter
• Charts
• Macros
Networking and Internet
• Learning Networking Concepts
• Network types
• Windows Networking terms
• Sharing Local Printer
• Connecting to a Network Printer
• Internet
• Web Browser
• Learning Uploading and download files
• Managing E-mail Accounts
• Sending an E-mail from Outlook
• Learning Web based E-mail or Gmail
• Learning Digital Signature
Future Developments
• Social Media
• Learning E-Commerce
• Learning Big Data
• Learning Internet of Things (IoT)
• Learning Automation and AI
What do we offer?
- Full-Length Mock Test with unique questions in each test set
- Practice objective questions with section-wise scores
- In-depth and exhaustive explanation for every question
- Reliable exam reports evaluating strengths and weaknesses
- Latest Questions with an updated version
- Tips & Tricks to crack the test
- Unlimited access
What are our Practice Exams?
- Practice exams have been designed by professionals and domain experts that simulate real-time exam scenario.
- Practice exam questions have been created on the basis of content outlined in the official documentation.
- Each set in the practice exam contains unique questions built with the intent to provide real-time experience to the candidates as well as gain more confidence during exam preparation.
- Practice exams help to self-evaluate against the exam content and work towards building strength to clear the exam.
- You can also create your own practice exam based on your choice and preference
