ID No. 0000043319: Certified Customer Support Representative with TÜV Rheinland Certified Qualification

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Certification Program Title:Certified Customer Support Representative with TÜV Rheinland Certified Qualification
Admission Requirements:
  • Completed vocational training or equivalent or higher qualification
  • 1 year of professional experience
  • Attendance of the BEITRAINING® seminars Customer Focused Service© CFS, Business Telephone Techniques © BTT und Time Activity Planning© TAP
  • Completion of the digital learning card system to deepen knowledge
Examination Components:
  • Written examination (Multiple Choice and open questions)
  • Verification of the practical implementation in the work place
Required Competencies:

In the examination participants prove their knowledge and skills in the following areas:

  • Use of standard procedures during personal customer contact
  • Conscious use of gestures and facial expressions
  • Improvement of the relationship to internal customers
  • Professional reaction to different customer needs and customer types
  • Use of professional customer strategies during direct customer contact
  • Conscious use of personal impression during telephone contact with customers
  • Use of standard procedures for customer contact by phone
  • Structured dealings with telephone messages
  • Use of undisturbed personal blocks of work
  • Clear overview of time related bottle necks
  • Dealing with “time thieves” and “Time eaters”
  • Introduction of daily, weekly and monthly planning
  • Efficient use of checklists

With this examination the customer support representatives have proven that they can successfully apply the knowledge gained in daily contact with customers.

Cooperation Partner:BEITRAINING®