|
Let
Us Help You Study For The CSS Exam
The Customer
Service Specialist (CSS) Examination Study Guide (4th
edition) is available through ETA. This study guide covers all
the information necessary to pass the CSS exam, including practice
questions!
Order your
CSS Study Guide |
The Value Of
Certification
Anyone can say “I work well
with people” but only a Customer Service Specialist (CSS) has proven the fact through a specialized
testing program.
Now, the power of customer
service is at your fingertips. ETA offers a real examination developed
by professionals for Customer Service Specialists in every trade.
Becoming certified helps raise the standards for the entire industry.
Certified individuals instill
confidence in their clients, their supervisors, and the world; thus
commanding higher income and respect. Hundreds of educational
institutions incorporate ETA’s exams in their courses. Thousands of
companies hire certified workers first.
An individual who
successfully passes ETA’s World Class CSS Certification exam is
professionally recognized as having the ability to uphold the
interpersonal and business standards necessary in today’s workplace.
View the
CSS Competencies.
What
kind of test questions
can
you expect?
Safety -
Personal, customer,
product, and equipment safety; electrical and electronic hazards, basic
fire safety.
Ethics - Defining
ethics, recognizing right from wrong, fairness, the golden rule,
categorical imperative, maintaining relationships, flexibility for
changing world views.
Respect- Common
consideration, overlooking personal differences, your effect on others,
seeing the other side, financial effects.
Teamwork -
Building effective teams, qualities
of a good team, team formation, staffing, personality, motivation,
maintaining motivation and morals.
Communication -
Successful communication methods,
verbal and non-verbal communication, body language, electronic
communications.
Handling Emotions -
Understanding emotions and their
effects on the workplace: disassociation, controlling emotions, handling
customer and co-worker emotion.
Telephone Techniques -
Long distance and cellular calls,
“on-hold”, taking notes and messages.
Customer Problem Solving-
Assessing situations, dealing with
simple and complex problems, finding and implementing solutions.
Interpersonal Relationships -
Personal nature, differences, communication, and trust; controlling
negativity.
Sales, Marketing, &
Customer Service - Recognizing
the purposes of (and difference between) marketing, sales, and service;
how they relate, continuous improvement techniques.
|
