Mastering the Customer Service Experience
online video recordings
certification of 5 hours of CPD
5 hours of CPD
Senior Customer Service Specialist
- CySEC Advanced Certified Person
- Master of Business Administration (MBA) degree holder
what is the Mastering the Customer Service Experience course what are the learning outcomes?
The Mastering the Customer Service Experience course has been developed by Eliana Hadjimichael, a Senior Customer Service Specialist, to educate professionals about the important functions of a Customer Support Department in the investment services industry. It also teaches professionals how to comply with the CySEC regulatory framework whilst providing an above and beyond customer experience.
Being one of the most important functions of a CySEC regulated entity, Customer Support is considered the face of the Company, and has direct contact with clients daily. This self-study course discusses the knowledge and competence that Customer Support agents need to have to efficiently serve clients in the investment services industry, inspire transparency, and gain trust. This course shows how Customer Support agents can build authentic relationships with clients while maintaining professionalism. Hence, the course elaborates on the responsibilities that Customer Support has on AML regulations and the crucial role that the department plays in Complaints handling. Finally, the self-study course includes practical examples of how to provide information to clients efficiently and maintain a strong compliance culture.
Professionals who complete this course will attain essential knowledge of the important role that Customer Support plays and will gain competencies to enhance the procedures and policies to effectively communicate information to clients regarding financial products, regulations, and procedures.
The completion of this course counts towards the Continuous Professional Development (CPD) annual requirements of the CySEC Advanced and Basic certifications.