Certification - does it really make a difference?

Article Abstract:

Being certified is an added prestige for career-oriented professionals. The certification program offered by the Society of Certified Credit Executives has varying requirements for membership determined by the level of certification an individual wishes to attain. Certain levels indicate corresponding management experience in the credit business. Securing a Credit Associate (CA) certificate requires at least a year of employment in the credit business and membership in a credit-related organization. Certification for Credit Executive Associate entails three years of employment experience aside from the requirements for CA. Passing a comprehensive test that covers all aspects of credit is needed to become a Certified Consumer Credit Executive, Certified Bureau Executive, Certified Collection Agency Executive of Certified Financial Counseling Executive. The Master Credit Executive is the highest level of certification and achievement for credit industry professionals.

Standards, Loan officers, Society of Certified Credit Executives

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Teaching customer service staff to listen

Article Abstract:

Most misunderstandings between customers and customer service representatives are due to poor listening habits. To be successful, salespeople and customer service representatives should listen at Level One (the highest, most attentive level of listening). The inability to listen may be due to barriers, the most common of which are: external distractions, speakers that are hard to listen to, encountering the unexpected or unfamiliar, having an urge to argue or convince rather than listen, and a physical or mental state that makes one unable to listen at full efficiency. Such barriers can be overcome by techniques such as using verbal or nonverbal behavior to increase one's attention and concentration, or imagining that one is in a crisis situation or that one has to report back the conversation at the office.

Methods, Training, Study and teaching, Customer service, Customer relations, Sales, Learning International Div.

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