• 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

• Written examination (Multiple Choice and open questions)
• Verification of the practical implementation in the work place

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.